Job Summary - (Role Summary) Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs. Essential Duties and Responsibilities - (Key Activities of the role) 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 Club 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 Liaise with other departments and necessary outside contracts to ensure excellent service delivery Oversee maintenance of efficient repeat guest history system Promote Inter-Hotel sales and in-house facilities Perform such functions as to include but not be limited to: o IHG Rewards Club and regular guest welcome letters o Solicitation of IHG Rewards Club applications o Attending to special requests by guests Develop and implement guest telephone contact systems Handle guest complaints and refer them as necessary, follows up on corrective action Compile, analyze and control guest relations' costs Schedule and attend regular IHG Rewards Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests Prepare requisitions for amenities on a timely basis 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 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 Works with Superior and Human Resources on manpower planning and management needs Works with Superior and Director of Finance in the preparation and management of the Department's budget. Required Skills - Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Able to read, write & converse in any Chinese languages fluently Good Interpersonal Skills Proficient in the use of Microsoft Office and Front Office System Problem solving and organizational abilities
