Terrell Browne

Guest Relations Manager @洲际酒店集团

London, GB

Main responsibilities include maintaining the highest standards of welcome, service and operational efficiency to guests, VIP clients as well as staff members and colleagues. To be extremely passionate about people and understanding guests’ requirements, whilst taking ownership of potentially challenging guest queries to always deliver a positive outcome; additionally in charge of Supervising, training & developing junior staff to the best of their ability, providing support at all times.•Actively guiding and directing the whole team to ensure consistency of brand standards and a high level of performance and service delivery. •Ensuring every guest receives a personal and warm greeting from Guest Relations or Concierge •Ensuring the Front of House team is aware of business in the hotel through use of the arrivals list, reports and function sheets.•Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements, ensuring all VIPs are flagged as such and research conducted on each.•Checking all VIP rooms ensuring that all hotel standards are met and that the appropriate amenities are in place. As well as providing appropriate welcome cards to the guests to ensure special occasions are recognized. •Constructively managing, recording and resolving all guest feedback through revinate, webguru etc.•Ensuring the smooth arrival and departure of groups, fully briefing the team on specific check-in requirements, room amenities etc.