Dusit Thani Manila

Guest Relations Manager

May 27, 2024
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Job Description

PRIMARY RESPONSIBILITIES:

Guest Service Responsibilities
• One of the main duties is to socialize with guests by using every opportunity.
• To collect the maximum of information about the guest as part of the guest history procedures.
Sales & Marketing
• Promote and sell Dusit Club’s services and facilities to in-house and walk-in guests.
• Coordinate with Sales & marketing/ Banquet Sales on reservation received for the use of Dusit Club services and facilities.
• Develops upsell strategy and targets for Dusit Gold membership to recruit members and to retain existing ones.
Budgeting & Control
• Develop a realistic budget for the Dusit Club.
• Prepare, manage and control the Dusit Club budget.
• Initiate preventive measures on controlling costs and expenses of the department.
Forecasting
• Continuously monitor competitor’s (other hotels) rates/ facilities to be competitive.
• Keep abreast on the latest trend in computer software, telecommunications and allied services.
Administration
• Prepare Business Plan for the department.
• Conduct monthly meetings on operational matter and other concerns affecting the department.
• Participate actively in inter-departmental meetings.
• Review Daily Revenue Report and prepare Monthly Revenue Report.
• Prepare Monthly Operations Report.
• Conduct such function as interviewing, orientation, hiring, performance appraisal, counseling, coaching, training and implementing disciplinary actions, if necessary to ensure appropriate staffing and productivity
• Review and update the Dusit Club Manual when needed.
Employee Relations
• Provide a continuous training & educational program and opportunities for supervisors and staff aimed at improving productivity, efficiency and competitiveness.
• Coordinate with the Training Department, thru the Rooms and Guest Services Manager on the training requirements of the staff.
• Ensure strict implementation and adherence to hotel’s SOPs, i.e. Code of Discipline, etc.
• Establish and maintain good communication lines with the department.
• Promote goodwill, harmony and camaraderie among staff and the entire hotel.
Operations
• Direct, coordinate and approve activities of the staff to ensure that club and VIP guests receive prompt, cordial and accurate services.
• See to it that cash payments received from guests are properly receipted and remitted on time.
• Control/ analyze monthly sales revenue/ expenditures against budget.
• Inform/ coordinate with the other departments in matters which may concern them.
• Attend to guest complaints and implement speedy and smooth solutions to maintain guest satisfaction.
• Provide functional assistance on various services of the Dusit Club.
• Perform other related duties and responsibilities that may be assigned from time to time.

OTHERS

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

ACCOUNTABILITIES

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

COMPANY’S CULTURE

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates.

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENT

• Minimum education of Bachelor’s degree in Hotel Management or relevant discipline.
• Minimum of 5 years in Front Office experience in a similar capacity preferably in a 5 star class environment.
• Knowledgeable in Front Office Operations.
• Have excellent English communication skills both in written and spoken.
• Possess professional disposition with excellent interpersonal skills.