Guest Engagement Manager

Description

• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
• Maintain good communication and work relationships in all hotel areas
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Work hand in hand with GEM and FSP to ensure that allocation preferences of TOP VIP and special attention guests are met
• Attend all operational meetings
• Manage, record and resolve promptly Guest complaints.
• Guest Engagement Manager will be responsible for supervising the Guest Engagement Agents in ensuring a smooth operation. To create a unique point of contact for our guests, prior, during and after their stay; ensure that all preferences and requests are anticipated and met; offer undivided attention to all guests visiting Paramount Hotel and build lasting relationships by following our core values.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Ensure all VIP rooms and suites are cross checked in terms of cleanliness, technical issues and amenities prior to check in
• Comply with hotel security, fire regulations and all health and safety legislation
• Manage the amenity process in collaboration with Culinary, F&B and Housekeeping team.
• Meet, greet and direct Guests who enter the lobby area
• Seek verbal feedback from our leading stars on a regular basis and respond to all Guest queries in a timely and efficient manner
• Maintain track of the guest main complaints and communicate it to the concerned departments and stake holders.
• Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
• Guest reviews analysis and reviews response
• Maintain staffing levels to meet business demands

Requirements

• Minimum of 2 years managerial or supervisory experience
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
• Knowledgeable with Opera PMS
• Degree qualification from a recognized hotel or business school
• Proficiency in spoken and written business English

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance