Job details
Company Description Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury. Job Description What you will be doing:
- Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
- Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink).
- Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
- Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
- Ensure that all messages, mails, and packages are delivered to the guest room.
- Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
- Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently & courteously.
- Check hotel situation, occupancy, functions, groups, VIPs.
- Re-announce VIP rooms to Housekeeping and F&B departments.
- Check if all departure details for the day have been taken, as well as for the next day.
- Arrange for bouquets, cakes, and cards in case of guests’ anniversaries and birthdays.
- Handle online reviews, control feedback and presence on social platforms.
- Ensure all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
- Execute regular technical/skills training. Responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
- Review Duty Manager/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
- Familiarize with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
- Assume responsibility of Duty Manager when scheduled to do so.
- Other duties as assigned.
- Minimum of 2-3 years’ experience as a Guest Relations Manager in a hotel is preferred.
- Fluent English speaker and additional Russian language.
- Experience in the GCC and/or Middle East Region is a plus.
- Excellent communication skills, both written and verbal required.
- Be committed to exceeding guest expectations.
- Understanding of all hotel management best practices.
- Customer service driven with outstanding communication and active listening skills.
- Excellent problem-solving and multitasking skills.
- Leadership skills along with the ability to motivate a team into high performance.
- Ability to work flexible hours.
- Strong sense of responsibility and a professional presentation.
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Hiring company
Hyde Johannesburg Rosebank
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