The incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski\u2019s 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.<\/p>\n
Kempinski Hotel Gold Coast City – Accra is the only five-star luxury hotel offering state of the art meeting facilities and services in the city. Conveniently located in the downtown area and in close proximity to the State House, the Accra International Conference Centre and the National Theatre. The property has 269 luxury rooms (largest room size in Accra), 24 suites, a variety of F&B offerings as well as large conference facilities and the largest SPA in West Africa (opening soon), a perfect mix of categories to meet the needs of both corporate and conference visitors to the country<\/p>\n
Job Description<\/strong><\/p>\n Job Title: Guest Relations Manager<\/strong><\/p>\n Main Responsibilities<\/strong><\/p>\n LQA (Leading Quality Assurance) audit results are 85% and above. Desired Skills and Responsibilities<\/strong><\/p>\n Bachelor Degree or Diploma in Hospitality Management The incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski\u2019s policies, procedures and service standards. They also…..<\/p>\n","protected":false},"author":6721,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[50],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-7oI","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/28440"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=28440"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/28440\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=28440"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=28440"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=28440"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nCSS (Customer Satisfaction Survey) results are rated on an average with \u201c5\u201d and above.
\nHotel and Outlets are promoted.
\nGuest complaints are minimized and if occur followed up efficient and are reported to Operations team.
\nIn case of immediate need, the Guest Relations Manager helps with reception duties.
\nCommunication of hotel & company philosophy and internal hotel representation.
\nHave an in-depth knowledge of the hotel and the geographical layout of the city \/ surroundings.
\nBe knowledgeable about all VIPs in-house, hotel functions and special events.
\nCollect 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
\nWelcome, facilitate and bid farewell to as many guests as possible.
\nTop VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
\nLiaise with FOM, to prepare tailor made guest itinerary for Top VIP\u2019s when appropriate and coordinate VIP greetings and departures \u2013 ahead of time.
\nObtain as much information about a guest\u2019s stay to be entered in the guest history.
\nWelcome visitors to the hotel, assist with general information, internal promotions and directions.
\nHandle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
\nMaintain a record of all complaints and requests, follow up and inform concerned operating departments.
\nPerform special projects and related duties as assigned.
\nWalk throughout the hotel recognizing guests and engage with them appropriately.
\nAttend & participate in daily briefings as scheduled.
\nReport potential and existing hazards and rectified immediately.
\nProvide information to all guests regarding the services and possible internal promotions of the hotel.
\nSenior Management on any unusual circumstances that might affect guest service and expectation.
\nTake decisions on upgrades \/ comps \/ rebates etc. as per stipulated hotel policies and procedures.
\nParticipate in training programmes.
\nAdditional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.<\/p>\n
\nMinimum of 4 years experience in a Manager level position in Front Office or
\n2 Years in Similar Role (Guest Relations experience) preferably in an international five star hotel
\nFood & Beverage and Sales experience is a plus
\nAbility to work and communicate in a multinational environment
\nEnglish \u2013 excellent oral and written skills
\nAdditional language – beneficial
\nSupervisory skills
\nLuxury Hotel Experiences
\nGood Communication skills
\nKnowledge of hotel operations & Computer systems
\nGeneral knowledge of tourist and business related information
\nKnowledge of hotel products and services
\nKnowledge of VIP welcoming protocol
\nProficiency in Microsoft Office (Word, Excel and PowerPoint)
\nAdvanced knowledge of Opera
\nBasic knowledge of Micros
\nCustomer Service Orientation and Cross Cultural Sentitive
\nTeamwork \/ Cooperation minded and Quality Oriented<\/p>\n","protected":false},"excerpt":{"rendered":"