Guest Relations Manager Job Doha area,Baladīyat ad Dawḩah Qatar,Hospitality / Hotel / Catering

Rixos Premium Qetaifan Island North

Rixos Premium Qetaifan Island North offers guests a luxurious breakaway to an island packed with entertainment and adventure With five acres of fun-filled attractions including a sensational waterpark private beach retail area a beach club and numerous fine dining and casual restaurants Rixos Premium Qetaifan Island North is the ultimate multi-inclusive vacation destination

Job Description

A Guest Relations Manager oversees the guest journey to ensure exceptional service manages a team to achieve high standards resolves guest concerns and analyses guest feedback and operational data This role requires leadership strong communication and a deep passion for guest satisfaction often requiring experience in front office or operations and proficiency with property management systems like Opera The manager is responsible for implementing guest service standards developing staff managing reputation and contributing to the hotel's profitability while maintaining service quality

Primary Responsibilities

Develops high quality of positive relationships with all guests peers team members business partners and potential clients
Champion for hotel online and offline reputation
Take ownership of guest voice though Trust You platform
Reply to guest feedback across all platforms and channels appropriately and in timely manner
Investigate guest comments when necessary
Ensure the integrity of online ratings such as Trip Advisor
Analyze guest feedback and identify areas of improvement
Communicate with concerned department heads and drive action plans
Utilize all guest feedback platforms to analyze trends eliminate issues and prevent problems
Review industry trends for new and innovative product and service opportunities
Lead the quality meeting
Champion for the hotel brand standards
Work with all department heads to ensure that all areas are compliant and yearly audits are passed successfully
Internally audit the hotel periodically
Champion for employee recognition program to drive further guest engagement
Champion for Sparkle program Encourages other departments to participate in delivering elevated guest experiences
Conduct regular meetings with associate to check on their service sequences product knowledge and other relevant information
Obtain feedback from guest and employees then propose on strategies to improve the guest experience
Monitor the entire VIP experience
Ensures that the team is perfectly aware of all the offers available in the hotel and promotes them to the guests
Familiar with the hotel s environment and competing hotel
Ensures that the loyalty program is promoted and endorsed positively to drive enrolment
Enforces hotel policies when required
Spot checks on team members product knowledge and document any areas of improvement
To spot check the executive lounge periodically and engage with the guest during peak periods
Drives upsell and cross sell initiatives
Ensure that loyalty program retro claim is followed up promptly and do not exceed 1
Ensures that hotel premises and equipment are always well presented and that they remain in good condition
Maximize revenues and effectively control cost
Ensure the lobby area is always compliant to the brand standards
Adhere to all operating standard procedures hotel policies and brand standards
Supervises and manages employees
Manages all day-to-day operations
Understands employee positions well enough to perform duties in employees absence
Responsible to oversee pre arrival and post departure queries
Ensures employees are representative of the brand Grooming is in accordance to standard
Spot check on guest room randomly and make a report to ensure rooms are free of defect and fully functional
Maintain a constant visible physical presence in public areas especially during peak periods
Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others
Monitor and check room allocation for VIPs elite members and repeaters
Welcome and bid farewell VIPs
Monitor the inventory of office supplies of business centre and guest relations
Monitor and maintain consistent sequence of services
Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals
Able to assist front desk operations when required
Ensures the whole team is up to date with the sales priorities for the day room inventory business forecast

Qualifications & Skills

Minimum 3 years of experience in a similar…