Guest Relations Manager
2 months ago
One of Bali’s leading hospitality groups is looking for a vibrant and dynamic Guest Relations Manager to join their team.
**Requirements**:
- Bachelor's Degree in Hospitality Management, Business Administration, or a related field.
- Minimum of two years experience in a Guest Relations Manager role.
- Previous experience in guest relations, customer service, or a similar role is preferred.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to handle difficult situations with diplomacy and professionalism.
- Proficient in using customer relationship management (CRM) software.
- Proficient in using the OPERA system.
- Detail-oriented with a focus on providing exceptional guest experiences.
**Responsibilities**:
- Greet and assist guests upon arrival and departure, addressing any inquiries or concerns they may have.
- Handle guest complaints and issues with professionalism and empathy, ensuring timely and satisfactory resolution.
- Provide personalised service to guests, anticipating their needs and exceeding their expectations.
- Maintain clear and effective communication with other departments to ensure seamless guest experiences.
- Gather and analyse guest feedback to identify areas for improvement and implement necessary changes.
- Maintain accurate records of guest interactions, complaints, and resolutions.
- Assist in planning and executing special events or requests for guests, ensuring all details are handled efficiently.
- Ensure compliance with health, safety, and company policies and procedures.
- Support and train new staff members on guest relations best practices and company standards.
**Benefits**:
- Competitive salary package
- BPJS
- Insurance Mandiri healthcare
- Quarterly bonus incentive based on KPI
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