Guest Relations Manager
Ref : RP714-9676
Job description / Role
Employment : Full Time
Guest Relations Manager
The most impressive landmark to grace the Doha skyline, La Cigale Hotel lives up to its reputation and introduces new levels of comfort to hotel and leisure facilities in the city.
What is in it for you?
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies and the opportunity to earn qualifications while you work
Opportunity to develop your talent and grow within your property and across the world
Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
What you will be doing :
Reporting to the Rooms Division Manager, responsibilities and essential job functions include but are not limited to the following :
Supervise Receptionists / Guest Service Agents, assisting them with issues that may arise and ensure that all tasks are complete up to standards
Ensure staff have their breaks, according to the number of hours worked
Ensure that there is adequate staff coverage in the Lobby and at the Reception / Front Desk at all times
Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception / Front Desk is continuously clean and tidy
Be fully competent in all reception and cashier duties
Cover all shifts if required
Cover Rooms Coordinator shifts if required
Liaise with other Departments in regards to special guest requirements (i.e. Uniform / Guest Services, Florist, Housekeeping, In Room Dining)
Be present at the Reception / Front Desk whenever possible
Deal promptly and effectively with any complaints
Meet and greet VIP guests
Coordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
Liaise with Housekeeping as to which rooms do not need turn down service if occupancy allows
Liaise with Concierge to ensure swift baggage dispatch and collection
Follow up on late cancellations and no shows and charge when appropriate
Inform the receptionist / cashiers of new memos during the handover
Check the next day's arrivals correspondence, confirming car-, restaurant- and theatre-bookings.
Ensure that all guest needs are dealt in a satisfactory manner
Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists / Guest Service Agents
Deal with room moves, and ensure seamless communication of these with the relevant departments
Check potential room revenue for any discrepancies and do necessary corrections
Balance the screen (room types) for next day
Maintain amicable and co-operative working relations with all other departments
To be responsible for identifying any training needs of Reception / Front Office staff and communicating these to the Front Office Training Manager
Ensure enough supplies of all stationary items are in storage
Attend any courses Management may deem beneficial
The Guest Relations Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager
Your experience and skills include :
Minimum 1-year experience in similar capacity in luxury hotel
Proficient in the English
Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
Must be flexible in terms of working hours
A hospitality diploma is an asset
Knowledge of Property Management System and Windows, MS Office Suite an asset
Prior experience in customer service an asset
Proven ability to handle cash effectively and accurately
Our commitment to Diversity & Inclusion :
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.
We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
About the Company
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms.
As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.