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Guest Engagement Manager
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- Guest Engagement Manager will be responsible for supervising the Guest Engagement Agents in ensuring a smooth operation. To create a unique point of contact for our guests, prior, during and after their stay; ensure that all preferences and requests are anticipated and met; offer undivided attention to all guests visiting Paramount Hotel and build lasting relationships by following our core values.
Managerial Accountabilities
- Work hand in hand with GEM and FSP to ensure that allocation preferences of TOP VIP and special attention guests are met
- Maintain track of the guest main complaints and communicate it to the concerned departments and stake holders.
- Guest reviews analysis and reviews response
Functional Accountabilities
- Meet, greet and direct Guests who enter the lobby area
- Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
- Seek verbal feedback from our leading stars on a regular basis and respond to all Guest queries in a timely and efficient manner
- Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
- Manage, record and resolve promptly Guest complaints.
- Manage the amenity process in collaboration with Culinary, F&B and Housekeeping team.
- Ensure all VIP rooms and suites are cross checked in terms of cleanliness, technical issues and amenities prior to check in
- Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
- Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
- Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
- Maintain good communication and work relationships in all hotel areas
- Maintain staffing levels to meet business demands
- Attend all operational meetings
- Comply with hotel security, fire regulations and all health and safety legislation
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Assist with other departments, as necessary
Qualifications
- Degree qualification from a recognized hotel or business school
- Proficiency in spoken and written business English
- Minimum of 2 years managerial or supervisory experience
- Knowledgeable with Opera PMS
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