Position Title: Guest Relations ManagerDepartment: RoomsReporting to: Front Office ManagerDirect Reports: Guest Relations, ConciergeSummaryReporting to the , the role holder will contribute to the performance of their area by facilitating the hiring and retention of exceptional talent as well as driving Heartist engagement, learning and development, performance and talent within their departments. They will have a desire to be the best at what they do and achieve operational excellence in their departments through all the metrics that are measured.Responsibilities Guest RelationsSupervises all guest relations areas, ensuring that all hotel guests and visitors are met and guest satisfaction is maintained across the resort.Maintains a high level of communication and feedback within the departmentsEnsures that the reports and the statistics are prepared and distributed as required.Communicate new or amended procedures to relevant departments/Heartists in timely manner, ensuring they have been understood.Work closely with Housekeeping, FB, Front Office and reservations to ensure all Arrival/In house and departures are managed as per hotel proceduresSign rebates and paid outs for the cashiers ensuring that sufficient justification and backups have been provided.Ensures that all Guest History files are well maintainedManages the overall limousine operation with focus on creating great service experiences and maximising revenuesCurate arrival greeting experience and ensure adherence of service sequenceManages bellmen, doormen, coffee attendants to ensure seamless arrival and departure experience for all guestsFully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industryExecutes the annual upsell strategy and achieves all goals as set by managementMaintains oversight and allocates resources to the smooth running of the daily operationUse data from given hotel systems to analyse areas of improvement and creating action plans for betterment of serviceIntuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiencesMeets VIP guests upon arrival and escorts them to their rooms / suites.Analyses guest feedback as well as negative rating and/or comments in an effective and efficient manner and is able to present this to the Exec Com for discussion and review.Curate the personalised stays for our guests in conjunction with the Guest Relations Manager.People CultureEmployee RelationsFoster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations.Work alongside with the People Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist.Recruitment Hire new Heartists in conjunction with the People Culture Leader through INESUse the interview guides provided and Talent Meter to gain further information on any potential candidateEmployee Engagement and CommunicationsStrive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals. Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success. This will include working on the Employee Engagement Survey (EES) and People Culture Audit. Ensure the EES Champions for the hotel/departmental action plans in order to increase Heartist engagement and improve EES scores year on year.Represent the organization as an exemplary ambassador the Accor All Inclusive - Heartist Service CultureLabour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to People Culture leader as well as Hotel Manager/General Manager.Learning Talent Development Performance ManagementEnsure bi-annual Talent Review process is conducted and associated documentation maintained to the required standard.Facilitate the performance management cycle from probation reviews, annual performance reviews, development plans as well as on the job trainingEnsure Departments have adequate Departmental trainers, and these are well utilisedFor all supervisory positions have a transparent development programme in place in conjunction with the Talent Culture leader as well as Learning Development.Development of direct reports to give them ongoing feedback and development.FinanceThe activities and contribution of the role will impact the performance of the hotel.They will act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.They will be required to exercise sound judgment and integrity at all times to ensure confidentiality of protected information.Be fiscally competent in budgeting, forecasting including the commentary that goes with the documents/meetings.Demonstrate full awareness of departmental budget/PL and work towards achieving it by minimizing expenses and maximizing room revenueAbilities/Key Competencies/SkillsAlongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.Leading MyselfPositive OrientationOperational Decision MakingSelf-Development ManagementLeading OthersDeveloping an Empowered TeamLeading an Engaged and Diverse TeamCommunicationLeading the BusinessAdvocating Guest PassionBusiness Planning and AnalysisBusiness Improvement and ChangeExperience/Certificates/EducationEducated to bachelor’s degree level or beyond, most likely within a business or hospitality management related discipline, or experience equivalentPrior experience as a Department Head in a large, fast paced organisationFluency in verbal and written English is essential – an additional language eg Arabic would be an advantageMust be a highly capable user of Microsoft office programmes including Excel, Word, PowerPoint and Outlook.Previous working experience in a truly global work environment is essential