Guest Relations Manager - voco Dubai

About us
At voco ®, we've created a new hotel brand that gives people a different
choice. Hotels to count on but different enough to be fun. Unstuffy hotels,
where people feel comfortable to relax, and just get on with relaxing. Our new
family of hotels are connected by their own sense of style and individual
character - and that's something we make the most of. Finding the perfect mix
of reliability and new experiences. Because we believe that when you respect
individuality life gets interesting.
At the heart of every great stay is a great host. We think the trick to
hosting is to take the time to understand what your guests need, and want. So
before they arrive, we find out more about them and how we can make their stay
better. Whilst they are with us we give tempting recommendations of our
favourite drinks or food, or tips for local experiences that they won 't find
in any guide book.
Your day to day
* Ensure through effective management that all services provided at Guest Relations are always available and carried out efficiently.
* Make arrangements with other departments to ensure proper handling of amenities to be placed in VIP rooms (i.e., towel art, special occasion cakes, etc.)
* Conduct regular inspection of rooms and liaise with the housekeeping or engineering department on deviation from standard set-ups.
* Be on hand to meet and escort all arriving VIPs ensuring that their needs are satisfied, their luggage are swiftly sent to their rooms, and that they are checked in a courteous and efficient manner with no delay. Give a complete introduction of the hotel and its facilities, pointing out fire evacuation routes.
* Constantly check reservations to ensure that VIP guests and bookings with special requests (i.e., airport pick-up, entitlement for repeat visits, etc.) are handled correctly.
* Closely coordinate with "Club Lounge" section ensuring that guests' and related requests are attended to in a most efficient manner.
* Impose and observe the established method of coordination with all departments, particularly with Pastry & F&B concerning amenities.
* Manage Club Lounge operation on daily basis and ensure high quality of service was provided.
* Handle guest complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests. Follow up when necessary and keep the Front office Management informed of unusual complaints.
* Responsibly use all available systems and equipment including PMS (Property Management System), internet lines, etc.
* Supervise shift endorsement, follow up on all outstanding matters and ensure the delivery/completion of service.
* Coordinate and ensure the maintenance of an atmosphere of tranquility in all areas of the hotel, never giving the impression that there is a problem.
* Continuously update oneself and have a comprehensive knowledge on places and events, trends, developments and new ideas to enhancing guest experience.
* Be aware of all fire prevention and safety regulations at all times.
* Handle all emergencies as laid down in the hotel's emergency policy.
* Manage guest loyalty recognition and anything related to IHG One Rewards programs.
* Manage repeat guests and other related programs as well as update guest profile with pertinent information and general comments.
* Manage guest birthday program and ensure that all birthdates are registered and corresponding amenities are delivered.
* Manage preparation and distribution of welcome cards.
* Have a complete knowledge of hotel programs, facilities and activities; as well as the local environment such as attractions, restaurants and shopping areas within the city.
What we need from you
At voco Dubai, we look for hosts who are reliably different and contribute
in the success of bringing our brand to life!
The ideal candidate must have ‎1 to ‎2 years of progressive work-related
experience in the same role in a ‎4 or ‎5 city hotel in Dubai and should be
familiar with opera. She/he should have strong capabilities in handling the
technicality of revenue-generating mediums & organizing, be detail-oriented,
and, have the ability to work under pressure of deadlines and ever-shifting
priorities in a fast-paced environment. Also, must be a team player, have
strong interpersonal skills, and work well independently as well as part of a
team, flexible attitude, and ability to adapt to changing priorities and
business needs.
What we offer
We 'll reward all your hard work with a great salary and benefits - in
addition to career development, employee room discounts and great work
culture.

Join us and you'll become part of the global IHG family - and like all
families, all our individual team members share some winning characteristics.
As a team, we work better together - we trust and support each other, we do
the right thing and we welcome different perspectives. You need to show us you
care, that you notice the little things that make a difference to guests as
well as always looking for ways to improve -visit www.http://careers.ihg.com
to find out more about us.
Reliably Different - Welcome to voco® Hotels, IHG's new upscale brand. We call
our Hotels voco® - It means 'to invite' and 'call together' originating from
Latin and representing our thoughtful, unstuffy and charming nature. Guests
tell us that voco® is fun without being vanilla, trendy without being
alienating and premium, without being stuffy. This unique and playful
attitude, combined with a consistent level of quality, sits at the heart of
our brand here at voco® Dubai Whatever we're up to, at every instance, there
are brand values and service behaviours that guide us... Brand values: Always
dependable, Respect individuality & Be distinctive. Service values: Count on
us to; Be natural & Make every stay special. Drawing on IHG's years of
experience in delivering True Hospitality, voco® Hotels gives people a
different choice. Hotels that are reliable enough to depend on, but different
enough to be fun. Our new family of hotels is connected by their individual
characters, that make memorable travel dependable with unstuffy hotels, where
people feel comfortable to relax, and just get on with relaxing. The moment a
guest steps into one of our hotels, they walk into a genuinely memorable
experience. The world's first voco® hotel opened in November ‎2018 in Gold
Coast, Australia and the first voco® Hotel across IMEA is voco® Dubai. voco®
Dubai is a location like no other with a premium ambience in the heart of
Dubai and laid back yet attentive service from the friendly hosts. It's
location on the vibrant Shiekh Zayed Road is also connecting it to many day
time and no delights of the city, moments from shopping, dining and
entertainment experiences.