Guest Relations Manager (Saudi Only)

Company Description

Our Vision, we make moments

Mövenpick Hotels & Resorts (MH&R) is in the “moments” business. We’re intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn’t take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

Job Description

• To provide a personal service to all the guests, fully aware and following the hotel standards and procedure
• Assures safety and security of the guests, visitors, employees and protects the property by working closely with hotel’s security personnel.
• Ensures norms, procedures and systems for safety and security of guest belongings (e.g. lockers, left luggage etc.) are efficiently followed and monitored so as to ensure maximum comfort levels.
• Directs and co-ordinates various services related to daily operations as required.
• Optimizes the efficient usage of room inventory by monitoring, control and feedback to support the departments.
• Oversees emergency operations to minimize hotel losses and liability.
• Ensures adherence to company and hotel policies by all departmental employees.
• Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provide input for Front Office meetings and conduct daily briefings.
• Assist in training new staff members, coach them and monitor their performance.
• Identifies training needs, assists in developing formal training plans and implementing training session ongoing basis.
• Ensures all new information, procedures and policies are communicated and implemented effectively within the department.
• Ensures that all Front Office standards are maintained by regular spot checks and observations taking corrective action and retraining.
• Prepares work schedules and store requisitions on a timely basis.
• Notifies the Front Office Manager of all operational problems whether related to employee performance/misconduct or procedures.
• To inspect pre-assigned rooms for VIP guests, ensuring that all room set-ups and amenities are prepared according to standard.
• Check-in and Check-out with, escorts MIPs & RIPs guest to their rooms.
• Check the condition of the departure rooms with the shift leaders and assist if required.
• Follow up with the Shift leaders in regards to any room discrepancies (skips, sleeps) and assist with their inspection.
• Ensure that shmoos is being done on a regular basis.
• Ensure all Colleagues within Front Office are fully aware of the daily inventory, yield and revenue management, and sell rates.
• Conduct the annual performance review for the Front office employees.
• Ensure smooth hand over to next shift
• Ensures guests satisfaction by resolving and taking appropriate actions on all guests’ complaints.
• Calls General Manager and concerned HODs without delay for any fire, bomb threat, burglary or death that has occurred on the premises.
• In all incidents, provide management with reports and recommend actions to avoid repetition of any incident, accident theft, complaints etc
• Make regular rounds of the Hotel to ensure the guest experience.
• Supervise Front Desk Colleagues, assist in check in and checkouts if needed.
• Cooperate, coordinate and communicate with other hotel departments as required
• Maintains hotel’s level of cleanliness and sanitation (hygiene) in accordance with Regent standards by conducting inspections and taking appropriate action.
• Handles government officials, press, etc. during the duty.
• Be aware of daily functions, events, VIP and group arrivals.
• To act an active role with the FO employees in order to maintain the department targets (TrustYou, LQA, and Enrollment).
• To cover Operational shifts on a rotation Basis in line with business demands and employment contract.
• To be fully conversant with the FO 'Down Time' procedures and to carry out your role swiftly in the event of a system failure.
  
  

Qualifications

• 3-4 years’ experience in Front Office or Guest Services, preferably in a luxury hotel.
• Strong communication and interpersonal skills.
• Proficiency in hospitality systems (Opera, PMS, CRM).
• Exceptional problem-solving abilities.
• Well-groomed, professional appearance.
• Fluent in English; additional languages are a plus.
• Degree or diploma in Hospitality Management or a related field is preferred.