Guest Relations Manager for 5* luxury Island property

Specific Duties:

·  Looking after and hosting guests throughout their stay to ensure they have the opportunity to experience all that the property offers, that they have a comfortable and enjoyable stay, and that they leave with good memories of the property and the people.

·  Have a complete picture of guest requirements and likes and dislikes to advise the team and plan for them accordingly. Be the person they know they can ask for advice on the area, or run to first with a problem or issue. Anticipate their needs before they arise if you can. Review guest pre arrival questionnaires and Google guests for further information.

·  Ensuring that guest arrivals and departures run smoothly, including:

o   The welcome, explaining the property, check in, check out

o   Check arrival rooms, ensure/assist with correct room and host allocation

o   Welcome drinks and towels

o   Check guest bills and help to prepare

o   Notes to rooms (arrival, departure, other special one-off notes)

o   Check departure rooms for missed items

o   Co-ordinate guest transfers with heli pilots/CFA/boats

o   Co-ordinate and plan any group arrivals and departures and their itineraries while at the property

o   Assist with and co-ordinate trade and press site inspections

·  Taking a holistic view of a guest’s activity needs during their stay to ensure they have a memorable experience at the property. Planning the best activities to fit their schedule (allowing for weather and tides), in co-ordination with other relevant departments and managers.

·  Creating “wow” experiences and activities for guests.

·  Managing porters and drivers; coordinating use of vehicles with Activities team.

·  General office duties to assist the FOH team, translation, help out generally as required.

·  Making use of your language skills when hosting or managing guests.

·  Check with hosts regarding special guest requests.

·  Prepare the day sheets up to a minimum of a month in advance,  using the information provided in Eres and from the Pre Arrival Questionnaires which are completed by the guests.

·  Update team at morning briefing on guest information.

·  In the absence of the Assistant Manager checking in on guests at meal times. Ensure meal service is timeous, especially breakfast service.

·  In the absence of the Assistant Manager, ensure everything is set for the evening, that tables, lanterns and candles are arranged to good effect.

·  Ensure menus are correct according guest dietaries and print daily.

·  Assist with stock takes, ordering and procurement as required.

·  Hosting guests in the Star Bar from 7.00pm until guests go to dinner.  Work closely with Spa and Activities managers to plan the following day’s activities.

·  Manager on Duty when required.

·  Collate guest feedback from evaluation forms for review with managers, produce a monthly summary.

·  Management reporting as required.

·  Ensuring that all menu cards for the evening are printed correctly with the dietaries. Follow up to ensure guests with specific dietary requests are happy early on in their stay so we can correct menus if needs be.

·  Checking of the front of house that the area is tidy and clean at all times. Furniture well maintained and clean.

·  Assist guests, when necessary, for shop purchases and make sure that it is billed correctly to the room folio.

·  Plan and promote all promotional activities targeting clients.

·  Plan and conduct group and function rundown meetings.

·  Pay particular attention to the hosting of trade agents and press.  Create itineraries for the duration of their stay to include: island drive, dhow cruise, island hop, massage and site inspection.

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