Assist in managing the daily operations of the Guest Relations team.
Greet and engage VIPs longstay guests and repeat visitors to ensure a personalized experience.
Handle guest feedback and complaints efficiently ensuring prompt resolution and followup.
Support in coordinating special requests amenities and celebrations (e.g. birthdays anniversaries).
Collaborate with Front Office Housekeeping F&B and other departments to enhance guest satisfaction.
Ensure accurate guest profile updates and usage of guest preference data.
Monitor guest satisfaction scores and implement improvement strategies.
Coach and mentor Guest Relations team and other Front Office staff on service standards and guest engagement.
Maintain a strong presence in the lobby and other guest areas.
Uphold brand standards and ensure consistent delivery of service excellence.
Qualifications :
Minimum 23 years of experience in a guestfacing role preferably in luxury hospitality.
Excellent communication and interpersonal skills.
Problemsolving mindset with a focus on guest satisfaction.
Proficient in hotel management systems (e.g. Opera PMS).
Fluency in English; additional languages are a plus.
Flexibility to work varied shifts weekends and holidays.
Remote Work :
No
Employment Type :
Fulltime
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