Job Description:

• VIP & Guest Experience Management: Review daily arrival lists to identify VIPs, corporate clients, or returning guests. Personally welcome them, manage their check-in/out protocols, and curate personalized amenities based on noted preferences.
• Advanced Problem Resolution: Act as the first line of escalation for complex guest complaints. Resolve service failures promptly and amicably, establishing standard recovery processes to prevent future recurrence.
• Cross-Departmental Coordination: Partner closely with Housekeeping, Food & Beverage, and Maintenance teams to verify room readiness, fulfill special requests, and guarantee smooth operations.
• Team Supervision & Training: Assist the Guest Relations Manager in managing the daily roster, auditing desk logs, and training junior executives or receptionists on hospitality best practices.
• Revenue & Loyalty Promotion: Drive revenue by actively upselling premium services, spa treatments, or room upgrades. Educate guests on loyalty programs to encourage repeat bookings.
• Data & Feedback Collection: Gather feedback via face-to-face interactions or digital reviews. Organize this data into actionable performance reports for senior leadership. 

• Experience: Minimum of 2–4 years of face-to-face customer service experience, ideally within a 4 or 5-star hotel, premium airline lounge, or luxury corporate environment.
• Education: Bachelor’s degree or Diploma in Hospitality Management, Travel Studies, or a related field is highly preferred.
• Communication: Flawless verbal and written communication skills. Proficiency in multiple languages is an advantage when dealing with global clientele.
• Technical Savvy: Comfort using Property Management Systems (PMS) like Opera, CRM tools, MS Office, and online booking portals.
• Interpersonal Skills: Exceptional emotional intelligence, sharp problem-solving capabilities, and the poise to stay calm under intense operational pressure.

Industry:

HealthCare

Category:

Fitness

Skills: