Guest Relations Manager

Baku Marriott Boulevard Hotel
4c Xəqani Rüstəmov, Bakı 1010, Azərbaycan
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Ensure that all Front Office Standards Operating F&B, SPA and other operational department policies and procedures are adhered.
Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
Coordinate the arrival, stay and departure experience to ensure a seamless experience.
Liaise with all key departments to gather the correct information.
Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded.
Inform clients of hotel service, including breakfast and dining options
Actively listen and resolve complaints.
Promptly address guest’s request
Ensure Special guests like guests with Physical Challenge, elderly, children and VIPs receive personalized services.
Coordinate & manage communication between guests and staff to ensure we resolve customer concerns.
Analyze customer feedback from hotel guests’ book and online reviews and suggest ways to improve ratings.
Establish friendly relationship with regular hotel clients (obtain their email address for future relationship)
Be in charge of the return guest program (hotel satisfaction survey) increase score
Update profile of the guests (Positive, Negative ) according to guest comments in Guest satisfaction survey
To adjust own schedule in order to maximize her/his visibility when most needed.
Work directly with to ensure a seamless experience.
Create profile of 10-20 individual / company loyal frequent quests on monthly basis and track their future stays.
Communicate in written with online booking guests before their arrival (booking.com/ Expedia)
Review arrivals for the next ten days on a daily basis
Coordinate with the Front Office, Housekeeping and F&B to ensure preferences are consistently met
Assist VIP and high-profile loyalty guests with preparation of activity itineraries and ground transportation when applicable.
Ensure Front Office and Accounting colleagues are aware of special billing arrangements.
Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained.
Contact guests during their stay and assist with any needs that arise.
Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
Assume Manager on Duty shifts when needed.

Tələblər

Written, spoken and reading proficiency in Azeri, English & Russian language.
At least 2 years Hotel Experience as guest Relation/Service Manager, with Opera knowledge.
Strong Managerial skills
Ability to execute the tasks of the Guest Services
Strong interpersonal relationships
Trust and respect with employees
Embrace philosophy
Culture Awareness.