Guest Services Director

5 days ago


Lahore, Punjab, Pakistan HR Outsourcing and Consulting Full time
Guest Services Director

The Guest Services Director plays a pivotal role in ensuring that our guests receive the highest level of service and attention. Key responsibilities include analyzing customer feedback, identifying areas of improvement, and developing strategies to enhance overall ratings.

Key Areas of Focus:
  • Delivering Exceptional Guest Experiences: Providing personalized and attentive service to meet guests' needs and exceed their expectations.
  • Analyzing Customer Feedback: Conducting thorough analysis of customer feedback to identify trends and areas for improvement.
  • Anticipating and Meeting Guest Needs: Responding promptly to guests' needs and anticipating their unstated requirements.
  • Resolving Guest Complaints: Listening attentively to guests' concerns and resolving issues in a timely and professional manner.
  • Coordinating Arrivals and Departures: Managing the arrivals and departures of special guests (VIPs, SAs, etc.) to ensure a seamless experience.
  • Facilitating Staff Communication: Ensuring effective communication between guests and staff to prevent misunderstandings and promote complete service recovery.
  • Promoting Amenities: Highlighting and promoting the amenities, conveniences, and programs available to enhance guests' experiences.
  • Leading the Guest Relations Team: Directing, coaching, and managing the guest relations team to ensure adherence to standards and operating procedures.
  • Evaluating Team Performance: Assessing team performance and producing reports to track progress and identify areas for improvement.

A strong understanding of industry trends and proficiency in English are essential for this role. Relevant qualifications in hospitality management, business administration, or a related field are also required.



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