Guest Relations Manager (German Speaker) (in English)

Job Description

Guest Relations Manager (German Speaker)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.Kempinski Hotel Soma BayKempinski Hotel Soma Bay introduces luxurious European service with Egyptian hospitality at the premier holiday destination on Egypt?s Red Sea coast. The hotel comprises 325 rooms, including 34 suites with a luxurious interior design. We provide a remarkable dining experience in 6 food & beverages with special culinary highlights. The Fitness Center provides a gym, Jacuzzi, sauna, steam room, and 4 treatment rooms, where certain massages can be arranged through The Cascades Spa & Thalasso. The Soma Bay leisure facilities include diving & snorkeling, tennis & squash as well as golf facilities located just a few minutes away from the hotel.Key Responsibilities:

• Communication of hotel & company philosophy and internal hotel representation.
• Have 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 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 a tailor-made guest itinerary 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?s history.
• Welcome visitors to the hotel, and assist with general information, internal promotions, and directions.
• Handle guest complaints and requests in a polite and efficient manner, 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 programs.

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

Keyskills :