—Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt
cordial
—attention from arrival through departure
—Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
—Inspects all VIP rooms prior to arrival
—Greet VIP guests personally
—Liaise with other departments and necessary outside contracts to ensure excellent service delivery
—Oversee maintenance of efficient repeat guest history system
—Promote Inter-Hotel sales and in-house facilities
—Perform such functions as to include but not be limited to:
-Priority Club and regular guest welcome letters
-Solicitation of Priority Club applications
-Attending to special requests by guests
—Develop and implement guest telephone contact systems
—Handle guest complaints and refer them as necessary, follows up on corrective action
—Compile, analyse and control guest relations’ costs
—Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
—Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
—Prepare requisitions for amenities on a timely basis
—Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction
—Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
—Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
—Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures Human Resource and Training Responsibilities (for those incumbents with staff responsibilities)
—Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive.

Duties include:
-Assists in planning for future staffing needs
-Assists in recruiting in line with company guidelines
-Prepares and administers detailed induction program for new staff
-Assists in maintaining a comprehensive, current and guest focused set of departmental standards and
procedures and oversees their implementation
-Ensures training needs analysis of Guest Relations staff is carried out and training programmes are designed
and implemented to meet needs
- Provides input for probation and formal performance appraisal discussions in line with company guidelines
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
Financial Responsibilities
—Works with superior in the preparation and management of the department’s budget. Duties include:
-Assists in co-ordinating the preparation of the departmental annual budget
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
—Occupational Health and Safety Responsibilities
—Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
—Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
—Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly