Guest Relation Manager

• Proactively build and develop communities where knowledge is shared and that promotes diversity and connections. Initiates and maintains effective communication between the Front Office department and all other departments.
• Building a connected community. Work together with the section manager to improve guest experience, quality and standard of services, the profitability of the hotel and the general working environment for the associates.
• Assist The Front Office Manager to supervise and administrate Commons Relation operations with policies and procedures.
• Supervises, guides, disciplines and evaluates associate performance; feedback to Assistant Front Office Manager regularly.
• Offer assistance to all sections in The Commons and supervise The Commons activities when the traffic is busy.
• Maximise presence in the Commons and ensures that all associates of The Commons deliver the promise and provide exceptional guest service and experience at all times.
• Acquaint with room categories, F&B outlets and all kind of facilities that provide in the hotel and resorts.
• Proactively prepare and review VIP, special attention guests, groups and delegations to anticipate and exceed guests expectation and actively act on ‘relationship hospitality’ based on Rosewood vision, including hand-written welcome cards.
• Attend daily briefing / debriefing and any monthly meeting on time.
• Handle guest’s complaint and special request tactfully, record down in internal log book and copy to the department concerned for necessary action taken.
• Maintain the cleanliness of public areas and guest behavior and take the corrective actions if necessary.
• Inspect rooms assigned to VIP, special attention and regular guests and make sure those rooms are in good condition with amenities prior to guests arrival.
• Meet & greets and checks-in VIPs, special attention guests and Long Stay guests.
• Review all folios for VIP, special attention and regular guests prior their departure as to avoid any irregular item was posted.
• Ensure the appropriate room assignment was given to the VIP, special attention and regular guests.
• Ensures that all associates of The Commons are familiar with the hotel’s products and services and are aware of current promotions, policies and other important information.
• Implements guest recognition programmes and maintains a relevant guest history database. Ensures that guest history records are accurately maintained, and all repeat guests are pre-registered.
• Handles all guest and internal customers’ complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Ensure the tracking system in place to capture the guest preferences.
• Ensure guest preferences are actively implemented and integrated in guest experience journey.
• Manages customer feedback effectively, uses guest issues and compliments to activate long term improvements in products and services.
• Open to new initiatives which can enhance the guest experience.
• Escort and connect with VIP, special attention and regular guests upon arrival and liaise with them by using KHOS technology until their departure.
• Design, prepare and deliver guest experience before, during and after stay.
• Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
• Meet & greet VIPs. Special attention guests, regular guests at the Kiosk or in The Commons and assist The Guest Services Manager (Duty Manager) and The Commons Relation team’s operations.
• Handle guest complaint and monitor guest history program and data input.
• Review all front office log book and provide proper comments to FOM if necessary.
• Facilitate multiskilling within the department
• Take appropriate action to resolve guest dissatisfaction
• Oversees the punctuality and appearance of The Commons associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Assist Assistant Front Office Manager to plan and implement effective training programmes for employees in coordination with the Training Manager and Departmental Trainers.

• Minimum of 2-3 years managerial experience in hotel front office operations
• Track record in leading hotel with good standards.
• Hotel Management or Business Degree preferred

- Aon insurance
- Training development
- Daily routine shuttle bus

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