
Guest Relation Manager
7 days ago
- Proven working experience as guest relations manager
- Working experience in hospitality
- Adequate knowledge of personalised services principles and processes
- Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
- Familiarity with industry's latest trends
- Hands on experience with guest relationship management software
- Proficiency in English, multilingualism will be considered an asset
- Guest service orientation and drive
- 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
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Analyze customer feedback and provide strategic direction to continuously improve overall rating
- Respond to guests needs and anticipate their unstated ones
- Expect and react promptly to guests' requirements and inquiries
- 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 and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Direct, coach and manage guest relations team to ensure 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
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GM Hotel Management
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