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Job Summary – Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.

Essential Duties and Responsibilities –

§ Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

§ Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

§ Inspects all VIP rooms prior to arrival

§ Oversee maintenance of efficient repeat guest history system

§ Promote Inter-Hotel sales and in-house facilities

§ Perform such functions as to include:

o Priority Club and regular guest welcome letters

o Solicitation of Priority Club applications

o Attending to special requests by guests

o Develop and implement guest telephone contact systems

§ Compile, analyze and control guest relations’ costs

§ Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery

§ Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

§ Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary

§ Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations

§ Supervises Guest Relations Team to ensure a consistently high standard of customer service following the Holiday Inn guidelines and the Standard Operating Procedures of the department. Ensures daily tasks and activities are completed.

§ Ensures that all staff has a high level of product knowledge of the hotel and the local area and know what is happening in the hotel on a daily basis.

§ Informs other operational departments such as Housekeeping and F&B on matters related to arrival times, special requests and VIP amenities set up. Regularly reviews and develops the standards of VIP amenities following guest comments.

§ Monitors the enrolment and correct handling and updating of Priority Club Membership in the system

§ Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel maximize rooms’ sales and revenue for the hotel. Conducts show rounds to the preset standard.

§ Ensure and maintain the security of information relating to customers and personnel in the hotel. Adhere to company credit policies to ensure that all revenue expected will be received.

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