We are looking for an outgoing Guest Relations Officer 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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