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Job Description
Manage guest inquiries, requests, and concerns with professionalism, courtesy, and responsiveness to ensure exceptional service delivery
Coordinate with front desk, housekeeping, food and beverage, and maintenance departments to address guest needs and resolve issues promptly
Handle guest complaints and concerns with empathy and problem-solving skills, implementing effective resolutions to maintain satisfaction
Maintain comprehensive guest records, preferences, and special requirements to personalize future interactions and enhance guest experiences
Organize and coordinate special events, activities, and recreational programs for guests throughout their stay
Provide knowledgeable recommendations regarding dining options, entertainment venues, local attractions, and hospitality services
Ensure adherence to hospitality standards, protocols, and organizational policies in all guest interactions
Train, mentor, and supervise guest relations team members to maintain consistent service excellence
Monitor and analyze guest satisfaction through feedback collection, surveys, and comment cards to identify improvement opportunities
Develop and implement guest retention strategies and loyalty programs to encourage repeat business and positive word-of-mouth referrals
Qualifications
High school diploma or equivalent; associate degree in hospitality, business administration, or related field preferred
Minimum 2-3 years of experience in guest relations, customer service, or hospitality management
Proven ability to manage multiple guest inquiries and resolve complaints with professionalism and empathy
Strong verbal and written communication skills with excellent interpersonal abilities
Proficiency in hospitality management software and property management systems (PMS)
Demonstrated knowledge of hospitality standards, protocols, and best practices
Ability to work flexible hours, including evenings, weekends, and holidays as required
Additional Information
Your team and working environment:
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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