Oversees the operations of the Guest Relations Desk, while ensuring the successful execution of a purposeful driven service culture.
Job Description:
- Assist the Operation Managers & General Manager in continuously improving the overall ratings.
- Represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests.
- Accountable for resolving all issues to the guest satisfaction while following up to ensure complete service recovery.
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
- Conduct and Appraise team’s training and their performance.
- Examine daily duties, assign tasks and check on progress.
- Analyze customer feedback from guestbook and online reviews and suggest ways to improve ratings.
Job Requirements:
- Proven work experience as a Guest Relations Manager.
- Proven leadership and managerial skills.
- Understanding of all hospitality and FnB management best practices and relevant laws.
- Proficiency in English; knowledge of other languages is a plus.
- Customer service drive with outstanding communication and active listening skills.
- Excellent problem-solving and multitasking skills.
- Leadership skills along with the ability to motivate a team into high performance.
- Strong sense of responsibility and a professional presentation.
