Guest Relations Manager

Under the guidance and direction of the Front Office Manager (FOM) and within the limits of established InterContinental Hotels Group policies and procedures, the Guest Relations Manager, provides supportive functional assistance to all departments, and acts as a key communication link with guests.

•          Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.

•          Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

•          Reviews weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.

•          Monitors safe-deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.  Handle guest reports on theft from safe deposit boxes according to hotel procedures.

•          Controls and analyzes, on an on-going basis, departmental costs to ensure performance against budget.

•          Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. 

•          Attend pre-shift briefing with staff and review all information pertinent to the day's business.

•          Monitors performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel

•          Works closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

•          Communicates to the Front Office/Guest Relations Manager all information likely to be of interest to them such as the expected arrival and departure of VIP’s and all other pertinent information.

•          Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.

•          Ensures that all V.I.P.'s are pre-registered according to standards.

•          Responds to guest needs and resolves related problems.

•          Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates.

•          Monitors the hotel front entrance and resolve any congested situations.

•          Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

•          Inspect grooming and attire of staff; rectify any deficiencies.

•          Communicates fire, emergency and health and safety procedures in conformance with the laws having...