Guest Interaction: Act as the primary point of contact for guests, addressing inquiries, complaints, and feedback in a timely and professional manner.
Team Leadership: Supervise and train guest relations staff, fostering a customer-focused work environment. Conduct regular performance reviews, and provide coaching to enhance team effectiveness.
Service Improvement: Monitor guest feedback and service quality, develop initiatives to enhance guest experiences, and implement changes based on feedback.
Collaboration: Work closely with other departments, including housekeeping, food and beverage, and events, to ensure seamless service delivery.
Reporting: Prepare reports on guest satisfaction trends, and recommend changes or improvements to management.
Training & Development: Organize training sessions for staff to ensure they are knowledgeable about services and can provide exceptional guest assistance.
Qualifications
Bachelor's degree in hospitality management or related field preferred.
Proven experience in guest relations or customer service roles, preferably in the hospitality industry.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and conflict resolution skills.
Ability to work flexible hours, including weekends and holidays.
Skills
Proficient in customer service software and Microsoft Office Suite.
Strong leadership and team management skills.
Attention to detail and a commitment to quality service.
Cultural awareness and the ability to relate to guests from diverse backgrounds
