Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction.
Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
Respond to guest requests for special arrangements or services. Contact appropriate individual or department as necessary to resolve guest requests.
Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and co-workers.
Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Communicate by using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety.
Skills Requirements:
Proven work experience as an Asst. Guest Relations Manager in luxury property.
Understanding of all hotel management best practices and relevant laws.
Proficiency in English; knowledge of other languages is a plus.
Customer service drive with outstanding communication and active listening skills.
Excellent problem-solving and multitasking skills.
Leadership skills along with the ability to motivate a team into high performance.
Ability to work flexible hours.
Strong sense of responsibility and a professional presentation.
