job description:

• Supervise Guest Relations Staff: Directly manage a team of guest relations representatives, providing guidance, support, and training to ensure excellent customer service delivery.
• Guest Assistance: Act as the primary point of contact for escalated guest concerns or complaints, and work with the team to promptly resolve issues to the guest's satisfaction.
• Service Standards: Set and enforce service standards to ensure consistent and exceptional customer service experiences for all guests.
• Guest Feedback: Collect and analyze guest feedback, reviews, and surveys to identify areas for improvement and implement necessary changes to enhance guest satisfaction.
• Staff Training: Develop and deliver training programs to enhance the skills and knowledge of guest relations staff, focusing on customer service techniques, problem-solving, and conflict resolution.
• Policies and Procedures: Establish and maintain guest relations policies and procedures, ensuring adherence by the team to provide consistent service.
• Relationship Building: Foster positive relationships with guests, anticipate their needs, and ensure personalized service to enhance guest loyalty and repeat business.
• Communication: Coordinate and collaborate with other departments, including front office, housekeeping, food and beverage, and management, to ensure seamless guest experiences and resolve any operational issues.
• Reporting: Prepare regular reports and metrics on guest satisfaction, complaint resolution, and departmental performance for management review.
• Budget Management: Assist in the development and management of the guest relations department budget, including staffing, training, and resources.
• Comply to all work-related instructions as it may arise.
  

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