Guest Service Manager

5 days ago


Lahore, Punjab, Pakistan HR Outsourcing and Consulting Full time
Job Summary

We are seeking a highly skilled Guest Service Manager to join our team at HR Outsourcing and Consulting.

About the Role
  • Ensure and provide flawless, upscale, professional and high class guest service experiences through effective communication and relationship building.
  • Analyze customer feedback and provide strategic direction to continuously improve overall rating by identifying areas for improvement and implementing changes.
  • Respond to guests' needs and anticipate their unstated ones by being proactive and attentive to detail.
  • Expect and react promptly to guests' requirements and inquiries by providing timely and accurate information.
  • Actively listen and resolve guests' complaints in a fair and respectful manner.
Responsibilities
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc) ensuring seamless execution of events and activities.
  • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery in case of issues.
  • Promote all amenities, conveniences and programs offered to enhance guests' experience and increase loyalty.
  • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.
  • Appraise team's performance and produce reports to track progress and identify areas for improvement.


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