Guest Relations Supervisor - Malaysia, Kuala Lumpur - InterContinental Kuala Lumpur

Description

What's the job

As Guest Relations Supervisor, you'll provide a check-in/check-out environment and hotel experience for VIPs and IHG Rewards Club members and InterContinental Ambassadors that distinguishes our brand from the competition and delivers superior service and value.

Your day-to-day

· Monitor guest relations' personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

· At the beginning of each shift, prepare for VIP arrivals and ensure guest preferences are met

· Promote team work and quality service through daily communications and coordination with other departments.

· To ensure special requests are followed through. Eg Honeymoon, Birthday, Anniversary, Baby Cot, Extra bed, pillows etc

· Check emails and follow up accordingly

· Conduct room inspection for VIPs. Liaise with F&B team to ensure amenities are correctly delivered to room and on time before arrival

· Review Guest Arrival Reports and PMS Opera to identify and resolve membership status discrepancy

· Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction

· Report, turn in, and/or log all lost and found items according to established procedures

· Prepare personalised welcome letters and send pre arrival emails to members

· Greet and treat Members and guests in a professional and friendly manner. Follow established rules of engagement, e.g., treat each guest as if they are the only person in the room giving them full attention, address each person by name, etc.

· Compile, analyze and control guest relations' costs

· Ad-hoc duties – unexpected moments when we have to pull together to get a task done

· May assist with other duties as assigned

What we need from you

· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company

· Good Interpersonal Skills

· Problem solving and organizational abilities

· Must speak local language(s)

· Other languages preferred