Assist the 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.
Schedules the Guest Relations Officers in order to provide full coverage at the desk
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 guest book and online reviews and suggest ways to improve ratings
Ensure team well trained
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
