Job Description

Guest Engagement Manager will be responsible for supervising the Guest Engagement Agents in ensuring a smooth operation. To create a unique point of contact for our guests, prior, during and after their stay; ensure that all preferences and requests are anticipated and met; offer undivided attention to all guests visiting Paramount Hotel and build lasting relationships by following our core values.

Managerial Accountabilities

Work hand in hand with GEM and FSP to ensure that allocation preferences of TOP VIP and special attention guests are met Maintain track of the guest main complaints and communicate it to the concerned departments and stake holders. Guest reviews analysis and reviews response

Functional Accountabilities

Meet, greet and direct Guests who enter the lobby area Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements Seek verbal feedback from our leading stars on a regular basis and respond to all Guest queries in a timely and efficient manner Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations Manage, record and resolve promptly Guest complaints. Manage the amenity process in collaboration with Culinary, F&B and Housekeeping team. Ensure all VIP rooms and suites are cross checked in terms of cleanliness, technical issues and amenities prior to check in Ensure a very high level of customer service is constantly maintained for Reception and Lobby area Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest Maintain good communication and work relationships in all hotel areas Maintain staffing levels to meet business demands Attend all operational meetings Comply with hotel security, fire regulations and all health and safety legislation Act in accordance with policies and procedures when working with front of house equipment and property management systems Assist with other departments, as necessary

Qualifications

Degree qualification from a recognized hotel or business school Proficiency in spoken and written business English Minimum of 2 years managerial or supervisory experience * Knowledgeable with Opera PMS