Guest Relations Supervisor (German Speaker)

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Egypt - Safaga

Reporting To: Guest Relations Manager / Front Office Manager

DescriptionThe incumbent in this position is responsible for - under the management of the Guest Relations Manager and taking into account the established standards - supervising and leading all areas of the Guest Relations.

Key ResponsibilitiesThe job of Guest Relations Supervisor is executed satisfactorily when:\nLQA (Leading Quality Assurance) audit results are 85% and above.\nCSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.\nHotel and Outlets are promoted.\nGuest complaints are minimized and if occur followed up efficient and are reported to Operations team.\nIn case of immediate need, the Guest Relations Supervisor helps with reception duties.\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.\nBe knowledgeable about all VIPs in-house, hotel functions and special events.\nCollect 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.\nWelcome, 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.\nLiaise with GRM and 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.\nHandle 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.\nPerform special projects and related duties as assigned.\nWalk throughout the hotel recognizing guests and engage with them appropriately.\nAttend & participate in daily briefings as scheduled.\nReport potential and existing hazards and rectified immediately.\nProvide information to all guests regarding the services and possible internal promotions of the hotel.\nSenior Management on any unusual circumstances that might affect guest service and expectations.\nParticipate in training programs.\nAdditional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.


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Skills, Knowledge and Expertise\nCollege Degree in Hospitality.\nMinimum of 2 years experience in a Front Office position preferably in an international five star hotel.\nExcellent MS Office knowledge.\nAdvanced knowledge of Opera.\nBasic knowledge of Micros.\nAbility to maintain the highest standards of professionalism, ethics, grooming, and attitude.\nPro-active hospitality skills including guest service skills.\nExcellent communication skills.\nGerman - excellent oral and written skills.\nEnglish - excellent oral and written skills.\n

About KempinskiFounded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments, and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodations, superb cuisine, and unrivaled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility, and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambiance with the international standards of service and luxury that Kempinski guests have come to expect.