Guest Relations Manager - InterContinental Cairo Citystars

Join our award-winning team at InterContinental Cairo Citystars Hotel, where luxury meets exceptional service. As a GPTW (Great Place to Work) certified hotel for the second consecutive year, we pride ourselves on fostering a positive and engaging workplace culture. We are looking for a passionate and dedicated Guest Relations Manager to lead our commitment to guest satisfaction and ensure an unforgettable experience for every visitor. If you are ready to take on this exciting challenge and be part of a prestigious hotel team, we would love to hear from you!

Your day-to-day

• Manage the day-to-day activities pertaining guest relations and organize work to ensure proper coverage. 
• Co-ordinates all VIP and IHG status group arrivals and departures
• Monitoring and supporting progress toward IHG Rewards Club & Ambassador enrolments, IHG Guest Heartbeat, Colleague Heartbeat, Social Media reviews against departmental goals.
• Conduct pre-shift meeting and review all information pertinent to the day’s activities.
• Utilize True Hospitality skills to drive guest & colleague engagement. 
• Monitor, coordinate and execute the special needs and requests of IHG Rewards club guests, Ambassador guests, VIP, repeat guests and members of frequency program(s). 
• Be the InterContinental Brand and IHG Loyalty Champion. 
• Responds to positive and negative comments expressed in Guest Comment Cards and develops strategies to improve comment card results
• Implementing the customer recognition/service program, communicating and ensuring the process.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Coordinate guest’s luggage collection and storage.
• Oversee check-in and check-out procedures, including reservations and financial transactions. 
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services. 
• Pro-actively coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
• Promote all hotel amenities, conveniences and programs offered.
• Ensures employees have the proper supplies and uniforms.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Seeks opportunities to improve the customer experience by seeking customer feedback, reviewing management reports and developing strategies to improve Department and Hotel services
• Communicates performance expectations to employees in accordance with job descriptions for each position.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies.  Alert management of potentially serious issues. 
• Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their respective job duties.
• Communicates performance expectations to employees in accordance with job descriptions for each position.
• Always have a positive attitude towards customer complaints and ensure that they are resolved on time. Also available whenever a guest needs GRM services.
• Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the Hotel.
• Ensures that all employees follow safety rules and procedures
• Takes corrective action where required to improve safety of work areas
• Ensures that employees are trained in emergency procedures
• Keeps GM/Hotel Manager/FOM promptly and fully aware of all problems or unusual matters of significance.
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include housekeeping, Engineering and Food and Beverage
• Organized and coordinated special arrangements for customers including VIPs.
• Act as a "Manager on Duty" during scheduled shift.
• May assist with other duties as assigned. 

What we need from you

This is very high paced front of house multitasking managerial role in the front office department. Typically manages a large, frequently monitoring and moving around within sub-departmental areas in a full-service, luxury, resort, or major flagship hotel which may include multiple sites and facilities, a number of major outlets, high volume of catering and convention facilities, and a large number of VIP and key guests. 

Education

Preferably a diploma qualification in Hospitality Management or High School Diploma or equivalent plus four years. 

Experience

• 3-5 years’ experience a similar position or a related field experience preferably in a hotel of similar size and complexity and including supervisory experience.
• Experience in a 5-star luxury hotel company is essential.

Skills

• Excellent written and spoken communication skills in Portuguese & English, particularly to deal effectively with people from diverse backgrounds. second language skills desired.
• Familiar with hotel software systems Property Management System, Excel, PowerPoint & other related systems.
• Able to work rotational shifts in any day of the week, including work nights, weekends, and/or holidays.
• Experienced, inspiring and motivating leader with excellent leadership, interpersonal and communication skills
• Demonstrated strong negotiation, influencing skills with high level of creativity and innovation
• Good time management skills; ability to prioritize and coordinate details; ability to multitask
• A self-directed, strong self-starter with relationship skills consistent with cultivating extensive personal interactions with diverse cast and guests
• Frequently standing up and moving about the facility and handling objects and equipment to maintain the facility.
• Ability to work as part of a diverse team.
• Maintains high confidentiality in regards to guest privacy and any related hotel matters.

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. 

So, join us and you’ll become part of our ever-growing global family.