The Guest Relations Manager for Conrad Dubai leads all the tasks under the scope of Guest Relations to ensure that guest expectations are met and exceeded in every interaction to create a yearning to return.
What will I be doing?
As a Guest Relation Manager for Conrad Dubai, you will be responsible for performing the following tasks to the highest standards:
- The Guest Relations Manager will act as the "owner" of the guest database and is responsible for helping to create the amenity calendar.
- Greeting and interacting with guests and assisting with guest requests.
- Assisting in the guest amenities program.
- Will act as guardian of the VIP sequence of service for all guest services (arrival, departure, Concierge, housekeeping day use and turndown,) and will work closely with Department Heads and Front Office Manager to ensure VIP focus is maintained across the hotel.
- Ensuring guest preferences are met while delighting and exceeding guest expectations.
- Identifying potential VIPs prior to arrival and ensure pre-arrival communication is followed to identify guest needs, arrival time, etc..
- Responsible for reviewing daily arrivals and flagging as VIPs, coordinating amenities, ensuring proper room blocking, and handling any and all special requests.
- Maintaining working knowledge of hotel operations to ensure flawless interdepartmental communication and coordination.
- Ensuring all VIP arrival rooms are checked prior to guest arrival.
- Meeting, greeting and escorting VIP guests including curbside check-ins.
- Ensuring the guest is delighted and satisfied; upon arrival, during the stay and during a fond farewell.
- Acting as main point of contact for designated VIP guests and top level.
- Resposible for monitoring VIP guest satisfaction and maintain permanent contact with guests while they are on property.
- Upon request, joining the Sales Team on VIP site tours, client events, etc. to establish relationship and demonstrate VIP program to potential clients.
- Responsible for training initiatives with Ops Teams,Forbes Standards, Brand Strandards, Top 100 Hilton, Top HH Guests, Mystery shop visits, etc
- Own and resolve guest problems, ensure to drive SALT scores and online reputations.
- Work closely with Quality Manager and champions to identify core problem issues and elaborate action plans to prevent them.
What are we looking for?
A Guest Relation Manager for Conrad Dubai is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Previous experience as Guest Relation Manager
- Previous experience in a luxury property in UAE
- Calm, efficient, and organized with great attention to detail
- Excellent personal presentation and communication skills
- A passion for delivering exceptional levels of Guest service
- Ability to multi-task while maintaining a positive attitude when working with a VIP Guest
- Computer literate and able to navigate through company systems
- Professional manner with an emphasis on hospitality and guest service
- Proven ability to listen and respond to demanding Guest needs
- Strong leadership skills and conflict resolution experience
What will it be like to work for Conrad Hotels & Resorts?
Conrad Hotels & Resorts combines contemporary design, sophisticated amenities and personalized service. Conrad’s guest service is instinctive, discreet and enhanced by innovation to provide exceptional travel experiences all over the world. And, our amazing Team Members are at the heart of it all!