Assistant Guest Relations Manager (German Speaker)

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.

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