Job Details

Role Responsibilities

Assist the Manager, Guest Relations in managing all aspects of the Guest Relations department, including supervising the team, training, and scheduling.
Foster a warm and welcoming environment for all guests, ensuring their needs are met and exceeded.
Handle guest inquiries, requests, and complaints promptly and professionally, striving to resolve any issues to the guests’ satisfaction.
Coordinate with other departments, such as housekeeping and concierge, to ensure smooth operations and enhance the guest experience.
Maintain a strong knowledge of the hotel’s facilities, services, and local attractions to provide accurate and helpful information to guests.
Assist in conducting regular staff training sessions to ensure all team members are up to date with the latest policies, procedures, and service standards.
Monitor guest feedback and reviews, taking proactive measures to address any areas for improvement.
Collaborate with the Manager, Guest Relations to develop and implement guest service strategies and initiatives.
Assist in the preparation of reports and analysis related to guest satisfaction and department performance.
Act as a liaison between guests and management, providing feedback and suggestions to enhance the overall guest experience.

Key Skills And Qualifications

Previous experience in a similar role within the luxury hotel industry is highly desirable.
Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
Excellent communication skills, both verbal and written, with fluency in English (additional language skills are a plus).
Exceptional customer service and problem-solving abilities.
Knowledge of hotel operations and the ability to handle various guest-related situations.
Detail-oriented with excellent organizational skills and the ability to multitask in a fast-paced environment.
Proficiency in using hotel management systems and other relevant software.
Flexibility to work shifts, including evenings, weekends, and holidays.
A passion for delivering outstanding service and creating memorable guest experiences.