The Guest Relations Officer will take part in the public relations activities and will promote the Hotel’s public relations both within and outside the Hotel in the most efficient and effective manner, delivering and highest possible standards of service to Guest, VIPs and repeat Guest from their arrival until the minute they depart. He/she will also be pro-active in maintaining and/or improving the department’s profitability in accordance with Hotel policies, procedures and standards.

MAIN DUTIES

CUSTOMER AWARENESS

• To understand who are the customers, both external (Hotel guests) and internal (all Hotel employees), their expectations and needs, establish and maintain relationship/rapport through service and over the long term.
• To seek and action customer feedback at every opportunity and learn from complaints.
• To implement and train in the correct hotel service standards, monitor and strive for continuous improvement.
• To project a positive, professional and friendly image to the guests and employees.
• To maintain the file of guest preferences in the Hotel (e.g. favourite room, product type, facilities, location, birthdays, special occasions, etc.).

HEALTH AND SAFETY AND QUALITY ASSURANCE

• To ensure a safe workplace by identifying hazards and taking corrective action and to instruct employees on specific safe work practices.
• To thoroughly understand and adhere to all Hotel’s standards in customer service, product presentation and maintenance, cleanliness and hygiene.
• To ensure strict adherence to manufacturers’ instructions for safe use of all equipment and understand any risks involved in operating machinery and other equipment.
• To monitor and control all Front Office public areas and activities by actively participating in the daily running of the operations and be vigilantly attentive to service details and all product quality.
• To co-ordinate effectively with the related/dependent departments through constant contact about speed of service, availability, popularity and inter-relations.
• To inspect all Guest Relation public areas to ensure cleanliness, physical condition and functioning equipment.

SERVICE DELIVERY

• To deputise the Guest Relations Manager in her absence.
• To ensure the actions, duties and opening and closing duties are carried out in accordance with the pre-set procedures.
• To ensure that the department logbook is updated daily and signed
• To keep the work station well organised and neat.
• To demonstrate thorough knowledge and ability in the execution of all required daily Guest Relations work as well as the steps of the customer journeys during operational hours.
• To understand all room and floor layouts, package combinations, service and methods of presentation of all product and facilities available.
• To co-ordinate resources to ensure that all possible Guest Relations issues are efficiently resolved.
• To check arrivals and departures of the day and to welcome guests with her pleasant personality on their arrival and bid farewell when they leave.
• To provide her own personal service to all hotel guests with the aim of making them feel at home, solve any minor problems, answer their questions.
• To be in touch with all repeat and VIP guests on the regular basis throughout their stay at the hotel upon their arrival, sense their needs and quickly respond to maximum satisfaction.
• To monitors guests’ comments.
• To be present at the various activities held at the hotel.
• To ensure there is excellent cooperation with representatives of tour operators, as well as with any other organisations connected with the Hotel business.
• To cooperate with Travel Agents and Representatives of Tourist Offices in promoting the hotel.
• To maintain good relations with businessmen, VIPs and in general cultivate a circle in which positive comments about the hotel and its activities are encouraged.
• To inform the superiors about incidents, observations and developments that affect Guests, the Hotel’s activities and her post.
• To officiate as Hotel Duty Manager following the Duty Manager rota.

REVENUE IMPROVEMENT AND FINANCIAL MANAGEMENT

• To confidently recommend and merchandise all Hotel facilities, services and products, using ‘’ up – selling skills ‘’ and follow the method actively.
• To implement and follow the Hotel sales plan, promotions, weekly entertainment programme of activities and encourage guests to participate in them.
• To provide assistance in advertising the hotel.
• To ensure all departmental items are received and inspected upon delivery against the departments’ perpetual inventory record.
• To follow the staff rotas in accordance with business levels.
• To communicate to her superiors, all deviations from service and standard practice.
• To ensure awareness of the department’s cost.
• To co-ordinate with all superior’s methods for controlling wastage.

STANDARD DUTIES

1. To implement the Hotel’s Internal Operating Regulations on the basis of the Employee’s Handbook.
2. To know, implement and participate in the Hotel’s vision and objectives as described in the written procedures of the Hotel.
3. To participate in the building of an efficient team of employees by taking an active interest in each other’s welfare, safety and development.
4. To report for duty punctually wearing the correct uniform and perfectly groomed at all times.
5. To inform his/her superior when leaving her station/area for breaks and at end of shift.
6. To inform he/she has any problems with his/her scheduled working hours.
7. To provide a friendly, courteous and professional service at all times.
8. To perform the duties with maximum efficiency and in the most productive manner, following the department’s induction and training program and do not hesitate to ask questions regarding the execution of her duties.
9. To use all correct standards and methods of service as stated in the Hotel’s Operations Manual.
10. To always co-operate, assist and help other areas/stations/people when they are busier than her.
11. To initiate new ideas to improve service and encourage all other staff to give their view.
12. To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
13. To understand and adhere to the Hotel’s rules and regulations and in particular the policies and procedures relating to Fire, Hygiene, Health & Safety, Cleanliness and the Environment.
14. To comply with Cyprus legislation and be conversant and act in accordance with any such matters relating to her department.
15. To respond to any changes in the department as dictated by the needs of the industry, or Hotel operations.
16. To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
17. To attend training sessions and seminars as required.
18. To attend and contribute to regular departmental communications meeting/briefings.

QUALIFICATIONS

1. Graduate of a Hotel Management or Marketing school.
2. At least one year’s previous experience in a similar position.
3. Must speak and write English very well, knowledge of an additional language will be considered as an advantage.
4. Organisational and Managerial skills.
5. Responsible and able to present results.
6. Very good communication skills.
7. Pleasant and friendly personality, fair, reliable and polite.
8. Pleasant appearance and good memory.
9. Able to work any working shift Management requires him/her to.

All applications must include a personal CV and should be sent to: [email protected]

All CVs will be treated in strict confidence.