Guest Relations Manager | Quản lý Dịch vụ khách hàng

BASIC FUNCTION:

Guest Relations Manager handles visitor needs, front-desk operations, and ensures the highest level of guest satisfaction.

Guest Relations Manager assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability. They also handle guest complaints, providing service replacements or refunds as needed.

Guest Relations Manager must be an excellent communicator and leader to successfully manage staff and operational responsibilities.

• Oversee daily operations of guest service department.
• Develop and implement guest experience initiatives that align with the resort’s standards of excellence and brand values
• Monitor guest feedback and implement strategies to continuously improve guest satisfaction and create memorable stay experiences.
• Lead and supervise the Guest Service team to deliver outstanding service and hospitality, ensuring that each guest's experience is personalized and memorable.
• Act as the primary point of contact for guest inquiries, complaints, and special requests, ensuring prompt and professional resolution to enhance guest satisfaction.
• Train, coach, and mentor Guest Service Agents to enhance their skills and performance, focusing on creating positive, lasting impressions on guests.
• Collaborate with other departments to ensure seamless communication and operations, contributing to a holistic and exceptional guest experience.