Assistant Guest Relations Manager

Job Brief

Works closely with the Guest Relations Manager to manage the Guest Relation's team and ensures the smooth running of the day-to-day operations.

DUTIES AND RESPONSIBILITIES:

• Ensure that all Guest Relations team members are at all times offering to the guests' graceful, personalized and caring service, aiming at highest possible guest satisfaction
• Ensure that all Guest Relations team members are fully knowledgeable of all resort facilities and services offered
• Ensure all Guest Relations team members are able to act as ambassadors of the destination, successfully displaying local knowledge and giving recommendations to guests
• Establish a relationship with the guest prior arrival, during stay, upon departure and after departure
• Be informed in advance of all details and requirements pertaining to arrival guests, with particular focus on VIP guests
• Support and manage the Guest Relations Team with the welcome, arrival and departure experience, with particular focus on VIP guests
• Ensure that all in house guest communication documents are reviewed to ensure consistent quality
• Arrange / coordinate unique experiences and celebrations by actively promoting resort services and follow up with departments concerned
• Follow up with Housekeeping and Food & Beverage Departments for any special requests or guest amenities
• Maintain a Guest History system that keeps record of preferences, comments and special needs
• Ensure that all GRO team members understand the importance of guests preferences and on a continuous basis encourage for the same to be collected and recorded
• Actively seek ways to develop and create dedicated tools to enhance guest experience
• Ensure all guests profile are updated by following the standards
• Coordinate wedding allocation/arrangements with the Guest Relations Team
• Liaise with other departments and outside contractors to ensure excellent service delivery
• Ensure presence of a Guest Relations Officer in the main Lobby as well as in restaurants during breakfast/dinner time
• Ensure presence of the Guest Relations team and self during Management Cocktails
• Assist Sales & Marketing with site inspections with and entertain guests, travel agents or journalists when necessary
• Liaise directly with concerned Head of Departments to resolve guest complaints effectively and efficiently
• Perform any other duties as assigned by the Management

• Diploma/Degree in Hotel Management
• Minimum 2 years' experience in similar role in a luxury hotels & resorts
• Effective communication skills and pleasant personality are a must
• Island experience is a requirement
• Possession of superior interactive skills is essential
• Fluency in both written and spoken English and Russian language
• Knowledge of Opera
• Previous experience in tourism industry would be an advantage

• Contact: Recruitment Team
• Reference: CatererGlobal/CTG-CONST-4345
• Job ID: 99476995