Assistant Guest Relations Manager

**About us**
At InterContinental Hotels & Resorts our role is to put the glamour into international travel. That is where you come in. When you are part of the InterContinental Hotels & Resorts brand you are more than just a job title. At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations. Join us as an Assistant Guest Relations Manager. You will have ambition, talent and obviously, some key skills. Because, for this vital role, were looking for someone who: - has Sense of hospitality - has prior work experience in hotel operational departments - has proven track record successful administration - has the ability to handle guest complains with a smile - has great interpersonal skills.
**Your day to day**:

- Promotes IHGRC and Ambassador Programs. - Promote Inter-Hotel sales (TSA upselling program). - Compile, analyse and control guest relations’ costs to ensure performance against budget. - Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests - Prepare requisitions for amenities on a timely basis - Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary. - Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations. - Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures. - Assists in planning for future staffing needs. - Assists in recruiting in line with company guidelines. - Generate new ideas & initiatives, encourage creativity from your staff. - Actively participate in wider hotel meetings. - Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication. - Assists in identifying training needs, develops formal training plans and implements training sessions for guest contact personnel. - Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. - Monitor guest relations personnel to ensure IHG REWARDS and AMBASSADOR members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service. - Inspects all VIP rooms prior to arrival. - Greet VIP guests personally. - Perform such functions as to include but not be limited to: - IHG REWARDS Club and Ambassador regular guest welcome letters. - Solicitation of IHG REWARDS CLUB and Ambassador Applications. - Attending to special requests by guests. - Handle guest complaints and refer them as necessary, follows up on corrective action. - Schedule and attend regular IHG REWARDS CLUB, AMBASSADOR and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery. - Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction. - Acknowledge guest’s special occasions. - Demonstrates an understanding of competitors’ major strengths and weaknesses. - Build and maintain positive relationships with all internal customers and guests in order to exceed their needs, take action to address these needs in order to exceed their expectations. - Adhere to and deliver hotel brand standards. - Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. - Assist guests and escort them to locations within the hotel at their request. - Ensures presence of one Guest Relations staff in the lobby at all times. - Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs. - Check guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner. - Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures - Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
**What we need from you**
Bachelor’s degree/ higher education qualification, plus 3 years of Front Office/Guest Service experience in an upscale hotel/equivalent environment. Must speak fluent English and local language. Other languages preferred. At least one year of supervisory experience or equivalent combination of education and experience.
**What we offer**
In return we'll give you a competitive financial and benefits package which includes healthcare support, dental, vision, disability and life insurance support. Eligible to receive complimentary dry cleaning service at t