Guest Relations Manager

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Ghana - Accra

DescriptionThe incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.  \n

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Key Responsibilities\nCommunication of hotel & company philosophy and internal hotel representation.\nHave an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.\nBe knowledgeable about all VIPs in-house, hotel functions and special events.\nCollect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.\nWelcome, facilitate and bid farewell to as many guests as possible.\nTop VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.\nLiaise with FOM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.\nObtain as much information about a guest’s stay to be entered in the guest history.\nWelcome visitors to the hotel, assist with general information, internal promotions and directions.\nHandle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.\nMaintain a record of all complaints and requests, follow up and inform concerned operating departments.\nPerform special projects and related duties as assigned.\nWalk throughout the hotel recognizing guests and engage with them appropriately.\nAttend & participate in daily briefings as scheduled.\nReport potential and existing hazards and rectified immediately.\nProvide information to all guests regarding the services and possible internal promotions of the hotel.\nSenior Management on any unusual circumstances that might affect guest service and expectation.\nTake decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.\nParticipate in training programmes.\n


Skills, Knowledge & Expertise\nBSc in hospitality management, business administration, public relations or related field\nMinimum of 3 years experience in a manager level position in Front Office or Guest Relations preferably in an international five-star hotel\nFood & Beverage and Sales experience is a plus\nExcellent oral and written skills\nSupervisory skills\nLuxury Hotel Experiences \nGood Communication skills\nKnowledge of hotel operations & Computer systems\nGeneral knowledge of tourist and business-related information\nKnowledge of hotel products and services\nKnowledge of VIP welcoming protocol\nProficiency in Microsoft Office (Word, Excel and PowerPoint)\nAdvanced knowledge of Opera\nBasic knowledge of Micros\n