Guest Relation Manager

Job Description

The Crowne Plaza Muscat OCEC is adjacent to the new Oman Convention and Exhibition Centre, an iconic landmark for Muscat and the Sultanate of Oman and will be an integral part of a larger mixed use development including a grade-A business park and shopping centre making it an ideal travel destination for both business and leisure traveler.Conveniently located 10 minutes from the new Muscat International Airport and Al Mouj Golf Course this new-build property will benefit from the purpose-built precinct that has a state-of-the-art exhibition centre with 22,000m of exhibition space. Overlooking the Wadi, this waterway and natural reserve is home to about 260 variety of Oman?s exotic birdlife and extensive parklands.The Crowne Plaza Muscat OCEC will boast extensive meeting and event facilities with a separate function centre that will include a spacious ballroom with terrace, a boardroom and three large meeting rooms with our Crowne Meetings Director to tailor our facilities to suit your event?s needs. The hotel?s master chefs will craft full banquet menus, customised cocktail receptions or refreshing working lunches for your events. The hotel will also benefit from five food and beverage outlets, with majority offering outdoor seating overlooking the invigorating wetland.? Responsible for the efficient and professional running of the Guest Relations department, including relationships with other departments. ? assists in managing and directing all aspects of guest relations function to achieve the highest possible guest satisfaction Acknowledge IHG Rewards Club members and returning guests, in person or on the phone ? Deal with any guest requests and problems and satisfy their needs within acceptable guidelines. ? Monitors guest relations? team to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival of guests through departure ? Supervises the guest relations team to ensure Priority Club members consistently receive all benefits, and repeat guests and other VIP?s receive special recognition and service Lead by example: provide a gracious and aggressive hospitality towards all customers? Constantly audit all deskwork for accuracy and consistency. Coach and counsel staff when appropriate. ? Ensure that all supplies are maintained. ? Bank out cashiers at the end of each shift according to the blind drop procedure. ? Development and implementation of guests? telephone contact systems ? Analyses and controls guest relations? costs ? Reviews arrival lists for all arrivals and VIPs and checks room allocations, amenities and special requests ? Prepares requisitions for amenities on a timely basis. ? Maintains the entire range of services offered for the Club Floor and Club Lounge guest with the aim to maximize guest satisfaction. ? Appraises appearance, discipline and efficiency of all colleagues under direct supervision and initiates immediate remedial action if necessary? Be highly familiar and adhere to all policies, procedures and standards. ? During peak hours, be in the lobby to ensure efficient and smooth service is provided to all customers. ? Assist all associates with questions, problems that might occur. Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.? Organizes and conducts regular meetings for all Guest Relations? team to facilitate communication and smooth operation. ? Checks that the Lobby Desk allocations of work are satisfactory and ensures that there is adequate staffing for the shift with strict grooming standards and a smooth operation at all times ? Inspects all VIP?s rooms prior to their arrival ? Performs related duties and other projects as assigned.? Strong communication & hospitality skills - guests will need to come to you with concerns as well as compliments, so you?ll be easy to talk to ? Attention to details and Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories ? English language skills both written and spoken. Fluency in the local language - extra language skills would be great, but not essential Literate and tech-savvy - you?ll need a good grasp of reading, writing, basic maths and computers? Flexibility - night, weekend and holiday shifts are all part of the job ? Motivating & team player ? You?ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential ? Experience - ideally you?ll have spent at least one year in a front desk or guest service position

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