Guest Engagement Manager

Job Description

• Guest Engagement Manager will be responsible for supervising the Guest Engagement Agents in ensuring a smooth operation. To create a unique point of contact for our guests, prior, during and after their stay; ensure that all preferences and requests are anticipated and met; offer undivided attention to all guests visiting Paramount Hotel and build lasting relationships by following our core values.
  
  
  

Managerial Accountabilities

• Work hand in hand with GEM and FSP to ensure that allocation preferences of TOP VIP and special attention guests are met
• Maintain track of the guest main complaints and communicate it to the concerned departments and stake holders.
• Guest reviews analysis and reviews response
  
  
  

Functional Accountabilities

• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from our leading stars on a regular basis and respond to all Guest queries in a timely and efficient manner
• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
• Manage, record and resolve promptly Guest complaints.
• Manage the amenity process in collaboration with Culinary, F&B and Housekeeping team.
• Ensure all VIP rooms and suites are cross checked in terms of cleanliness, technical issues and amenities prior to check in
• Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all operational meetings
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary
  
  
  

Qualifications

• Degree qualification from a recognized hotel or business school
• Proficiency in spoken and written business English
• Minimum of 2 years managerial or supervisory experience
• Knowledgeable with Opera PMS
  
  
  

About Us

DAMAC Properties has been shaping the Middle East’s luxury real estate market since 2002, delivering iconic residential, commercial, and leisure properties across the region and beyond.

DAMAC adds vibrancy to the cities in which its projects are located, with a huge and diverse portfolio that includes two world-class master-planned golf developments. To date, DAMAC has delivered 30,000+ quality homes, with 34,000 more underway.

30,000+

HOMES DELIVERED*

34,000+

IN PLANNING AND PROGRESS*

• AS OF 30TH JUNE 2020

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