Tuesday, April 21, 2015

Guest Service Manager

Menara Peninsula Hotel Jakarta

We are looking for an outgoing Guest Relations Manager to make clients feel at home and to guarantee their contentment. You will furnish clients with above-and-beyond service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honoring guests’ requests and to achieve high levels of guest satisfaction and engagement.

Responsibilities
  • Ensure and provide flawless, upscale, professional and high class guest service experiences
  • Analyse customer feedback and provide strategic direction to continuously improve overall rating
  • Respond to guests needs and anticipate their unstated ones
  • Expect and react promptly to guests’ requirements and inquires
  • Actively listen and resolve guests’ complaints
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
  • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
  • Promote all amenities, conveniences and programs offered
  • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
  • Appraise team’s performance and produce reports
  • Examine activities logbook, assign tasks appropriately and implement control schedule daily
  • Requirements
    • Proven working experience as guest relations manager
    • Working experience in hospitality
    • Adequate knowledge of personalised services principles and processes
    • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
    • Familiarity with industry’s latest trends
    • Hands on experience with guest relationship management software
    • Proficiency in English,
    • Guest service orientation and drive
    • Excellent problem resolution skills along with outstanding communication and active listening skills
    • Ability to work flexible hours
    • Highly responsible and reliable with a professional presentation
    • Open for Indonesian Nationals only
Please send your CV to GM@menarapeninsula.com


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