
Hospitality Liaison Manager
3 days ago
Job Description:
The Guest Relations Supervisor is responsible for providing exceptional guest service and ensuring that all guests have a memorable experience during their stay with us. This includes monitoring guest feedback, implementing improvements, addressing guest complaints, and exceeding guest expectations.
Key Responsibilities:
- Guest Service and Feedback: Monitor guest feedback and implement improvements to enhance guest satisfaction. Provide exceptional guest service and address guest complaints or issues efficiently.
- Personalized Service: Ensure that all guests receive a warm welcome and enjoy their stay with the finest personal service.
- Confidentiality and Guest Privacy: Respect the privacy of guests and maintain confidentiality of guest information.
- Follow-up Actions: Take follow-up actions to exceed guest expectations and build loyalty.
- Requests and Complaints: Handle all requests and complaints in a professional and courteous manner.
- Coordination and Communication: Coordinate with reservation for future important arrivals and notify the Guest Relations Manager.
- House Rules and Regulations: Enforce the observance of house rules and regulations.
- Guest Relation Issues: Coordinate and guide the Guest Relation issues and cooperate with Guest Service Agent.
- Guest Activities: Coordinate guest activities such as happy hours or meetings with VIP guests.
- Collaboration and Teamwork: Work closely with other departments to ensure seamless guest experiences.
- Record Keeping: Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
- Service Standards: Ensure all guest service activities meet the resort's policies, brand standards, and luxury service expectations.
- Procedures and Safety: Familiarize yourself with the fire and safety procedures of the hotel.
- Additional Duties: Perform other duties assigned by Guest Relations Manager.
Requirements:
- Bachelor's degree in Hospitality Management or a related field preferred.
- Minimum 3 years in guest relations supervisor role in a luxury hotel/resort.
- Excellent communication and organization skills.
- Excellent reading, writing, and oral proficiency in English Language.
- Strong interpersonal and problem-solving abilities.
- Ability to work within a team.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work in a luxury hospitality environment with an international brand.
- Professional growth and development opportunities within the All-Inclusive Collection.
- A dynamic and supportive work environment, where innovation and service excellence are prioritized.
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