Manager – Guest Relations

PRIMARY RESPONSIBILITIES: Guest Service Responsibilities • Guest Relation
Officer should standby at all time in the lobby. • The Guest Relation Officer’s
main responsibility is to warmly welcome (& farewell) all the guests
arriving at the hotel, escort them from the main door to the Front Desk
& from the Front Desk to their room. • The Guest Relation Officer’s
escort the guests to his room, and introduces the hotel, and room facilities. •
For all Guests expected to arrive with a limousine booking, the Guest Relation
Officer will welcome him at the hotel front door by name in order to personalize
the service. • All repeat guests (5th stay up) are welcome by name by the Guest
Relation Officer at the entrance and escorted to the Front Desk, Club Signature
or straight to their room for check in. • The Guest Relation Officer will ensure
the neatness and cleanliness of the lobby area at all times. • The Guest
Relation Officer is pro-active in assisting the guests in the lobby as needed
as long as she can handle the request directly. If not, the Guest Relation
Officer will escort the guest to the counter concerned & ensure that
the guest is satisfied with the service provided. • In the event of delayed
check in (room not yet ready upon check in), the Guest Relation Officer takes
over from the Front Desk, escort the guest to the appropriate Outlet &
offer the appropriate service to the guest (drink, breakfast…). The Guest
Relation Officer will then keep the records of “Guest waiting for rooms”
with the breakdown of consumptions, follow up with Front Desk Supervisor
the room status & revert to the guest. • In the event that Front Desk
engages with others, The Guest Relation Officer is able to process check in
and check out including cashier works. • The Guest Relation Officer will
be looking after special Guest Treatments such as Repeat Guests, honeymooners,
anniversary, guest’s birthdays, A Club card holders… as per procedure
established. • The Guest Relation Officer has the responsibility to collect some
guest feedbacks in order in the lobby when she has the opportunity, and will
as well update all the Guest Comments in the Opera Guest History. • The Guest
Relation Officers are the issuers of the loyalty cards to the guests (A Club
Guest Card & Accor Advantage Plus). • Privacy: The Guest Relation
Manager will be attentive to respect the privacy/confidentiality of
the information, or guest names available. He/she will ensure not to transmit
any guest name, or guest history information. Technical Responsibilities •
The Guest Relation Manager must lead dynamically the Guest Relations Section
& be pro-active to develop the section to an even higher level
of service. • The Guest Relation Manager is supervising more specifically: •
Lobby Assistance & Guest Relations • Guest Treatments Standards •
The Guest Relations Manager is responsible for encouraging, conducting
and maximising enrolment number of A-Club and Loyalty program.

Training and Human Resources • Ensure wherever possible that employees
are provided with a work place free of discrimination, harassment
and victimisation. • Treat complaints of harassment and discrimination promptly
and confidentially. • Treat customers and colleagues from all cultural groups
with respect and sensitivity. • Identify and deal with issues which may cause
cross cultural conflict or misunderstanding. OTHERS • Continuous learning
through own IDP. • Any other duties as may be assigned by the superior.
ACCOUNTABILITIES • Represents Dusit’s brand and its values at all times. We
will establish relationships and foremost and we will deliver an exceptional
guest experience and promote Thai graciousness. COMPANY’S CULTURE • Communicate
and fully embracing the Company’s culture (our Vision, our Mission and our
Values), leads by example and cascade to all your subordinates. – “Proud
to belong and to contribute” CONFIDENTIALITY • Ensure confidentiality and secure
storage of all intellectual property and data bases, both hard copy
and electronic.

Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff
information or transactions are kept confidential during or after employment
with the company. JOB REQUIREMENTS 1. Minimum education of Bachelor degree
in Hotel Management or relevant discipline. 2. Minimum of 5 years in Front
Office experience. 3.

Knowledgeable in Front Office Operation and Guest Relations. 4. Have good
English communication skills both in written and spoken. 5. Possess professional
disposition with excellent interpersonal skills.