Thanos Hotels & Resorts are currently seeking to recruit an Guest Services Manager for Anassa Hotel.

JOB DUTIES & RESPONSIBILITIES

1. Responsible for word/xls processing duties relating to guest surveys/comment cards. Compiling the monthly summary by no later than the 10th of the following month. Follows up topics related to improve Guest Service.
2. Influences the Rooms Division & Food and Beverage operations in such a manner that they exceed the budgeted revenues through up selling. Actively up sells special events, announces special rates or simply the opening of the different venues during the meal periods.
3. Performs Concierge services such as arranging transportation, airline changes, courier, golf, restaurant reservations, or any special guest requests.
4. Attends daily Management meeting to update team on Arrivals, Departures, VIP’s and Events etc.
5. Maintains a high profile in public areas of the hotel and ensures that good guest / staff relations are maintained at all times.
6. Attends to the needs, requests and inquiries from guests as soon as reasonably possible and ensures that all incoming correspondence is answered within 24 hours of receipt.
7. Coordinates and tallies all original guest surveys; makes copies and distributes them to the appropriate departments. Ensures that every comment card receives a written reply by no later than 20th of the following month.
8. Researches In-House Reports and Reservations files for complete names and addresses of guests submitting surveys.
9. Prepares acknowledgement letters for guests who might be related to personal occasions or TO requests. E.g. Honeymoon, Birthday etc.
10. Daily reviews and follows up of the arrival list for VIP guests and any special requests.
11. Uses the opportunity to obtain feedback from guests during meal periods, busy operation hours.
12. Reports and documents, any observed or known safety hazards, conditions or unsafe practices and procedures, to the management immediately.
13. Develops and plans creative strategies and merchandising techniques with the objective of increasing general hotel revenues via regular promotions.
14. Refers guests’ problems or complaints to FOM or AFOM.
15. Ensures that the vertical communication systems i.e. both upward and downward, are established and maintained in order to maximize operational efficiency and guest satisfaction
16. Keeps abreast of trends, systems, practices and services in the hotel and restaurant field through trade literature and site visits. Keeps updated with domestic events, special occasions or programs within Pafos/Cyprus.
17. Performs any other duties as may be prescribed from time to time due to operational needs.
18. Adheres to the all Hotel / Resort procedures, including security, fire and the Workplace Health and Safety Act.
19. Prepares the Guest welcoming letter 24 hrs in advance to have them signed by the RDM.
20. Ensures that the weekly Hotel program & activities has been printed and submitted to Housekeeping for distribution no later than Sunday evening prior to the following week.
21. Conducts site inspections in the absence of sales Staff. Leads “Educational” events to introduce and present the hotel at its best!
22. Conducts rooming of VIP guests as well as checks the room(s) prior to guests’ arrival. Liaises with HK, Maintenance and IRD that the accommodation is spotless and set up as per requirement. E.g. amenities.

APPROPRIATE MANUAL/POLICY AND PROCEDURE

• Hotel’s Fire & Safety ProcedureFront Office Standard Operating policies and procedures

• Hotel’s Social & Corporate Policies

EDUCATIONAL & OTHER REQUIREMENTS

1. College degree with at least 3-4 years experience in a similar position.
2. Supervisory skills and good judgement.
3. Computer literate with knowledge of a variety of computer applications including Microsoft Office Application.
4. Excellent written and oral communication skills in English language. Russian and Greek language will be considered an advantage.
5. Friendly, courteous, service-oriented, excellent communication & organisational skills, pleasant personality.
6. Ability to work efficiently under pressure and be flexible.
7. Able to work independently with minimum supervision in a busy environment.

Benefits

• An attractive remuneration package based on qualifications and experience
• Career Progression
• Staff training & induction programmes
• High profile hospitality company of 5* luxury Hotels
• Great work-life balance

If this sounds like you, please click APPLY or call(+357) 26888205 for more info.

Due to work permit restrictions, all applicants must be eligible to live and work in Cyprus.