Guest Relation Manager - Female

Application Deadline: 31 March 2025

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Qatar - Doha

Reporting To: Front Office Manager

DescriptionThe incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.  

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Key Responsibilities\nCommunication of hotel & company philosophy and internal hotel representation.\nHave an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.\n Be knowledgeable about all VIPs in-house, hotel functions and special events.\n Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.\n Welcome, facilitate and bid farewell to as many guests as possible.\nTop VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.\n Liaise with FOM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.\nObtain as much information about a guest’s stay to be entered in the guest history.\nWelcome visitors to the hotel, assist with general information, internal promotions and directions.\n Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.\nMaintain a record of all complaints and requests, follow up and inform concerned operating departments.\n Perform special projects and related duties as assigned.\nWalk throughout the hotel recognizing guests and engage with them appropriately.\n Attend & participate in daily briefings as scheduled.\n Report potential and existing hazards and rectified immediately.\n Provide information to all guests regarding the services and possible internal promotions of the hotel.\n Senior Management on any unusual circumstances that might affect guest service and expectation.\n Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.\n Participate in training programmes.\n 


Skills, Knowledge and Expertise\nHotel Apprenticeship\nHigher College Education\nMinimum of 2 years experience in a Assistant Manager level position in Front Office or Guest Relations preferably in an international five star hotel\nFood & Beverage and Sales experience is a plus\nLeadership skills\nAdvanced knowledge of Opera\nBasic knowledge of Micros\nKnowledge of hotel products and services\nKnowledge of VIP welcoming protocol\n

About KempinskiAt Kempinski Hotels we pride ourselves on delivering a beautiful performance for each and every one of our guests. Dedicated to please, educated to entertain and never compromising on the European elegance of service, we are driven by our passion for crafting distinct and meaningful experiences. Each of our remarkable properties is a stage upon
which our people perform their best and every day is an opportunity to apply their unique talents. We offer recognition for your skills, an environment that encourages personal growth, and respect and support from colleagues and leaders. Connected by our shared values, our passion for craftsmanship, and our care for one another, we are a global community of hoteliers. Your stage awaits.
Discover a career crafted by you.