Alba Hospitality and Lifestyle hiring Guest Relations Manager at Dubai, United Arab Emirates

GUEST RELATIONS MANAGER 

Job Title                                   Guest Relations Manager 

Reports to                                General Manager 

Responsible for                        Hosts, Reservations, Reception and Guest Services 

Overview

In line with the mission that DOTS has and how we envision it within this and future markets, you are here to make a difference. As Guest Relations Manager you are not only responsible for planning and managing reservations, reception, and overall guest relations, but you are also here to create an environment where our guests can feel welcomed and enjoy the variety of services that we have to offer. 

Main Responsibilities 

•        Show professionalism when working with royalty, VIPs and different nationalities and diverse cultures. Ensure and provide flawless, upscale, and professional guest service experiences to all guests. 

•        Set up, maintain, and implement all reception SOPs and checklists. Full database management, ensuring all guests' profiles are up to date with current information. 

•        Ensure that all requests, functions, events and promotions are communicated to the entire team. 

•        Analise guest feedback and guide to continuously improve the overall impression of the venue. 

•        Ensure that the communication flow between all departments is clear. 

•        Oversee and coordinate all arrivals and departures of guests together with the rest of the GR team. 

•        Coordinate & manage communication between guests and team and follow up to ensure complete service recovery. 

•        Maintain the highest standards of personal hygiene and grooming amongst the team. 

•        Collaborate with the team, offering constructive feedback to sustain a consistently prominent level of service. 

•        Be available to address team concerns & create a productive environment through motivation, encouragement, and guidance daily. 

•        Ensure departments can cope with service levels by monitoring reservations & communicating closely with seniors.  

•        Assign duties equally to ensure hosts are always available for guest assistance, maintaining a balance between the reception and reservations processes. 

•        Monitor the reservations system, cover analysis to recommend ways to increase revenue, and ensure future bookings are efficient. Key Skills 

•        Interpersonal Skills: Building rapport with regular guests and remembering their preferences. 

•        Creativity: To be successful and competitive, your service must be creative and innovative. 

•        Excellent Communication Skills: Ability to answer questions about the menu, restaurant policies, and reservations. 

•        Venue Knowledge: Familiarity with the menu, specials, and wine list to answer guest enquiries. Understanding the layout of the restaurant to guide guests to their tables accurately. 

Guest Experience 

• Welcome, respect and interact. A warm and welcoming attitude helps guests feel comfortable and valued as soon as they enter the Venue. 
• Delight, satisfy and engage! DOTS’s guest journey should emphasise the venue’s exclusivity, while ensuring a high level of privacy and discretion, making guests feel important, secure, and comfortable. 
• Test, experiment, and improve! DOTS is not a once-off stunt. We must continue to level up our offerings. Keep efficient and close communication with the other heads of departments to ensure that they receive guest feedback and share their recommendations with you.  
• Observe! Keep a close eye on what the competition is doing to stay inspired.