We are trying to find an impressive Guest Relations Manager who is hooked on turning moments into memories for our guests and ensuring that they need an exceptional guest experience.
Responsibilities
- Respond to any questions, needs and desires of guests, and follow up with guests to make sure their requests are met to their satisfaction
- Respond to guests needs and anticipate their unstated ones
- Expect and react promptly to guests’ requirements and inquires
- Actively listen and resolve guests’ complaints
- Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
- Coordinate and manage communication between guests and staff
- Promote all amenities, conveniences and programs offered
- Direct, coach and manage guest relations team to make sure all standards and operating procedures are adhered to
- Appraise team’s performance and produce reports
- Examine activities logbook, assign tasks appropriately and implement control schedule daily
Requirements
- Proven working experience as guest relations manager
- Working experience in hospitality
- Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
- Familiarity and interest in industry’s latest trends
- Hands on experience with guest relationship management software
- Proficiency in English, multilingualism will be considered an asset
- Excellent problem resolution skills along with outstanding communication and active listening skills
- Ability to work flexible hours
- Highly responsible and reliable with a professional presentation
- BS degree in hospitality management, business administration or related field