Guest Relations Manager (German Speaker)

Guest Relations Manager (German Speaker)

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Egypt - Safaga

Reporting To: Front Office Manager

Description

The incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski's policies, procedures, and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.

Key Responsibilities

• Communication of hotel & company philosophy and internal hotel representation.
• Have an in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
• Be knowledgeable about all VIPs in-house, hotel functions, and special events.
• Collect as much feedback information on VIPs as possible (on a daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
• Welcome, facilitate, and bid farewell to as many guests as possible.
• Top VIPs MUST be welcomed upon arrival, escorted to their room, and bid farewell upon departure.
• Liaise with FOM, to prepare tailor made guest itineraries for Top VIPs when appropriate and coordinate VIP greetings and departures - ahead of time.
• Obtain as much information about a guest's stay to be entered in the guest history.
• Welcome visitors to the hotel, and assist with general information, internal promotions, and directions.
• Handle guest complaints and requests politely and efficiently, and give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
• Maintain a record of all complaints and requests, follow up, and inform concerned operating departments.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engaging with them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified immediately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.
• Senior Management on any unusual circumstances that might affect guest service and expectations.
• Take decisions on upgrades/comps/rebates etc. as per stipulated hotel policies and procedures.
• Participate in training programmes.

Additional responsibilities and tasks can be added at any time according to the needs of the business and the hotel.

Job Requirements

• Minimum of 3 years experience in a Manager-level position in Front Office or Guest Relations preferably in an international five-star hotel.
• Excellent MS Office knowledge.
• Advanced knowledge of Opera.
• Basic knowledge of Micros.
• Ability to maintain the highest standards of professionalism, ethics, grooming, and attitude.
• Pro-active hospitality skills including guest service skills.
• Excellent organizational and time management skills.
• Excellent communication skills.
• German - excellent oral and written skills.
• English - excellent oral and written skills.

About Kempinski

Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.