Department: Front Office
Report to (Direct): Director of Front Office
Report to (indirect): Assistant Director of Front Office
Job Grade: Grade 4

Job Summary:
As a Guest Relations Officer, you are responsible to provide professional and customer-focused service to our Chinese Guests, ensuring their stay will become a memorable experience. In addition, you will act as a “one-stop-shop” for all special requests through Chinese diplomatic institutions and Chinese tourism boards and travelers.

General Duties and Responsibilities:

• Maintain an up-to-date knowledge of Hotel information and local services, including operating hours, promotions, events, attractions, and any allied information
• Elicit Chinese Guest feedback and preferences, regarding Hotel services and ensure action is initiated on the same to maximize Guest satisfaction
• Monitor Chinese Guest service personnel to ensure maximum Guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Handle Chinese Guest complaints and assist in maintaining smooth relationships between management and Guests by resolving problems arising from Guest complaints and attending to their requests or queries with dispatch immediately
• Responsible for an efficient, clean, safe, and hygienic upholding of all Front Office areas
• Assure compliance and coordination of the Chinese Guests’ needs, requests, and personal preferences.
• Organise and implement all special needs, personal preferences, and amenity distribution in accordance with the department’s standards
• Ensures all arriving Chinese Guests are being escorted to the rooms and make introductions and proper explanations of the Hotel facilities, Guests rooms, and fire exits
• Operate in a safe and environmentally friendly way to protect Guests’ and employees’ health and safety, as well as protect and conserve the environment
• Comply with the hotel’s environmental, health, and safety policies and procedures
• Ensure comprehensive and complete coverage of own portfolio, covering all levels of accounts’ managerial and departmental executives for comprehensive client servicing, achieving targets and maximum productivityImplement and execute all sales objectives and action plans to reach and exceed targets set
• Formulate and negotiate corporate offers and yearly contracts and any other required business correspondence under the supervision of the Director of Sales.
• Closely Monitor Accounts Revenue and business production for the Accounts and maintain up-to-date Account & Contact Database in the property management system
• Ensure comprehensive and up-to-date knowledge of properties’ unique selling points, features, amenities, services, and policies
• Produce Sales Leads for other Rotana Hotels outside the coverage area
• Update the property Sales Management on the negotiation/progress of every business deal and use the technology available for reports, communication, and client correspondences
• Provide feedback to the Director of Sales on changing market conditions, review direct competition, and conduct regular research
• Participate in any Training / Development schemes as recommended by the Senior Management
• Operate in a safe and environmentally friendly way to protect Guests’ and employees’ health and safety, as well as protect and conserve the environment
• Comply with the hotel’s environmental, health, and safety policies and procedures.
• Act as a “one-stop shop” for any business influences from the Chinese source market I.e. room reservations, F&B arrangements, catering, events, exhibitions and fairs, Chinese corporate accounts, or as instructed by the Director of Sales.
• Participate in the Duty Management program and any other tasks assigned by Management
  within reasonable requests.