IHG Guest Relations Executive - Duty Manager in Brussels, Belgium
Guest Relations Executive - Duty Manager
Job Number EMEAA03518
Hotel Brand: Crowne Plaza
Europe, Middle East, Asia & Africa - Belgium - Brussels - Brussels
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Relations Executive, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. Attend to guests courteously and deal promptly with their requests and queries mainly in the Sky Lounge and Lobby Area. Be able to provide detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities.Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps. Front Office related duties as per check list such as check in, check out and administrative tasks.
Your day to day
• Help guests - you’ll be happy to help if someone needs a toothbrush or directions for example• Welcome guests during check-in and giving them a fond farewell to guest while checkout.• Handling guest complaints and concerns in an efficient and timely manner.• Overseeing VIP guests, arrivals & departures.• Coordinating and multi-tasking job duties in a busy environment• Should possess detailed information about the hotel, city as well as the completion.• Detailed information regarding arrivals & room requirements• Have up to date information on daily room occupancy• Providing excellent customer service as per hotel standards• Greeting guests as they enter and exit the hotel• Providing information regarding the Hotel, town attraction, activities, etc. • Check on VIP reservations, complete their pre-registration formalities• Allocate rooms to all arriving guests• Room check on quality and cleanliness for VIP’s, 6th and 5th floor and suites• Maintain up-to date information on room rates, current promotions, offers and packages• Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile• Co-ordinate with housekeeping• Collect Guest feedback during guest departure • Perform cashier activities when required• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest • Consciously strive to better his/her skills and increase his/her knowledge• Perform Duty service (act as Duty Manager) on a regular basis and represent Management during their absence.• Deal in a professional way with all sorts of complaints or issues that might emerge during operations, whether guest related or staff related.• As a Duty Manager you are responsible for the correct implementation of the fire, life and safety procedures in the hotel.
What we need from you
• Look smart – wear your uniform with pride • Great communication skills • Bachelor’s degree/Higher education qualification• Minimum of 3 years’ experience in hospitality/reception • Observant, enthusiastic, self-motivated and able to work independently• Guest service focused and great team player • Must speak fluent English, French and or Dutch• Being passionate about people & service• Great guest interaction skills and listening skills• Positive attitude and outgoing personality is essential
What we offer
We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training. Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve.