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Assistant Guest Relations Manager

  • Seychelles, Africa
  • Competitive & Benefits

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

Candidate Requirements :

  • 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, additional language is an advantage (French; Italian; German.. etc)
  • Knowledge of Opera
  • Previous experience in tourism industry would be an advantage

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