Guest Relations Manager, Swissotel Naama Bay

4 weeks ago

مصر, Egypt AccorCorpo Full time

Company Description

Swissôtel’s claim reinforces our believe that time and travel are true gifts in life and that we should use our time — where ever we are in the world — well and wisely.It also reminds us to ensure our guests spend quality time — our Swiss hospitality, synonymous with quality, efficiency and care, takes care of everything so time can be easily spent doing the things they love.

**Job Description**:
**Position Title**: Guest Relations Manager

**Department**:Rooms

**Reporting to**:Front Office Manager

**Direct Reports**:Guest Relations, Concierge

Summary

Reporting to the, the role holder will contribute to the performance of their area by facilitating the hiring and retention of exceptional talent as well as driving Heartist engagement, learning and development, performance and talent within their departments. They will have a desire to be the best at what they do and achieve operational excellence in their departments through all the metrics that are measured.

**Responsibilities**:
**Guest Relations**
- Supervises all guest relations areas, ensuring that all hotel guests and visitors are met and guest satisfaction is maintained across the resort.
- Maintains a high level of communication and feedback within the departments
- Ensures that the reports and the statistics are prepared and distributed as required.
- Communicate new or amended procedures to relevant departments/Heartists in timely manner, ensuring they have been understood.
- Work closely with Housekeeping, F&B, Front Office and reservations to ensure all Arrival/In house and departures are managed as per hotel procedures
- Sign rebates and paid outs for the cashiers ensuring that sufficient justification and backups have been provided.
- Ensures that all Guest History files are well maintained
- Manages the overall limousine operation with focus on creating great service experiences and maximising revenues
- Curate arrival greeting experience and ensure adherence of service sequence
- Manages bellmen, doormen, coffee attendants to ensure seamless arrival and departure experience for all guests
- Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry
- Executes the annual upsell strategy and achieves all goals as set by management
- Maintains oversight and allocates resources to the smooth running of the daily operation
- Use data from given hotel systems to analyse areas of improvement and creating action plans for betterment of service
- Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences
- Meets VIP guests upon arrival and escorts them to their rooms / suites.
- Analyses guest feedback as well as negative rating and/or comments in an effective and efficient manner and is able to present this to the Exec Com for discussion and review.
- Curate the personalised stays for our guests in conjunction with the Guest Relations Manager.

**People & Culture**

**Employee Relations**
- Foster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations.
- Work alongside with the People & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist.

**Recruitment**
- Hire new Heartists in conjunction with the People & Culture Leader through INES

**Employee Engagement and Communications**
- Strive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals. Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success. This will include working on the Employee Engagement Survey (EES) and People & Culture Audit. Ensure the EES Champions for the hotel/departmental action plans in order to increase Heartist engagement and improve EES scores year on year.
- Represent the organization as an exemplary ambassador the Accor All Inclusive - Heartist Service Culture
- Labour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to People & Culture leader as well as Hotel Manager/General Manager.

**Learning & Talent Development & Performance Management**
- Ensure bi-annual Talent Review process is conducted and associated documentation maintained to the required standard.
- Facilitate the performance management cycle from probation reviews, annual performance reviews, development plans as well as on the job training
- Ensure Departments have adequate Departmental trainers, and these are well utilised
- For all supervisory positions have a transparent development pr

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