Front Office - Guest Relations Manager

Job Summary:
The Front Office - Guest Relations Manager will be responsible for overseeing all aspects of guest services and ensuring the delivery of exceptional customer service at Onyx Arjaan and Residences by Rotana. They will be the main point of contact for guests and will play a crucial role in creating and welcoming experience for all visitors.

Job Responsibilities:
- Develop and implement standard operating procedures for the Front Office department to ensure smooth and efficient operations.
- Train, mentor, and supervise a team of guest service professionals, including front desk agents, concierge, and bellmen.
- Coordinate guest check-ins and check, ensuring a seamless and efficient process while adhering to Rotana's standards and guidelines.
- Handle guest complaints and resolve issues in a timely and professional manner, ensuring guest satisfaction.
- Maintain a thorough knowledge of the hotel's facilities, services, and local attractions to assist guests with inquiries and provide information.
- Develop and maintain strong relationships with regular VIP guests, ensuring personalized service and anticipating their needs.
- Collaborate with other departments, such as house engineering, to address guest requests and ensure a smooth operation.
- Monitor guest feedback and conduct regular follow-ups to continuously improve guest satisfaction levels.
- Prepare and analyze reports related to guest satisfaction, occupancy rates, and other relevant metrics.
- Stay updated on industry trends and best practices to continuously enhance the guest experience and recommend improvements.

Candidate Requirements:
- Bachelor's degree in hospitality management or a related field.
- Minimum 5 years of experience in a similar role, preferably in a luxury hotel environment.
- Exceptional customer service skills with a strong focus on guest satisfaction.
- Excellent leadership, communication, and interpersonal skills.
- Ability to motivate a diverse team of employees.
- Strong organizational and time management, the ability to prioritize- Proficiency in using hotel management systems and MS Office applications.
- of local attractions, services, and dining options to assist guests effectively.
- Fluency in English (both written and spoken). of additional languages is a plus.
- Ability to work flexible hours, including weekends and holidays.
- Professional appearance and demeanor.

Skills:
- Excellent communication and interpersonal skills to interact with guests and provide exceptional customer service.
- Strong leadership and management skills oversee the front office team and ensure smooth operations.
- Ability to handle guest complaints and resolve issues effectively, while maintaining a professional and courteous demeanor.
- Proficiency in using hotel management software and reservation systems to manage guest bookings, check-ins, and check-outs.
- Strong organizational and multitasking skills to handle multiple tasks and manage priorities in a fast-paced environment.
- Attention to detail and accuracy handling information, payments, and room allocations.
- Knowledge of local attractions, dining, and entertainment options to provide recommendations and assist guests with their needs.
- Ability to work well pressure stressful situations calmly and efficiently.
- Team player mindset and the ability to collaborate with other departments to ensure a seamless guest experience.
- Familiarity with health and regulations and procedures to maintain a safe and secure environment guests and staff.
- Flexibility in working hours and the ability to work shifts, including evenings, weekends, and holidays as required in the hospitality industry.