Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.

• Ensure that all Guest Relations team members are at all times offering to the guests’ graceful, personalised 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 if required, 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 to the correct standards
• 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
• Assist Sales & Marketing with site inspections with and entertain guests, travel agents or journalists when necessary

MANAGEMENT DUTIES

• Work closely with all departments
• Liaise directly with concerned Head of Departments to resolve guest complaints effectively and efficiently
• Prepare weekly program
• Be in charge of the daily operations, assign duties accordingly
• Prepare SOPs and ensure that standards are respected by all team members at all times
• Establish and maintain effective employee relations at all times
• Conduct briefings twice daily and monthly communication briefings
• Ensure that all Guest Relations reports / logs are prepared in an accurate and timely manner
• Ensure a supportive learning working environment for all team members, carry out skill and knowledge trainings
• Conduct such functions as employee orientation, on-the-job training, coaching and counseling, appraisals
• Establish weekly roaster and annual leave plan for the Guest Relations Team
• Deputizes for the FOM at the daily meetings / official functions in his / her absence
• Act as a Duty Manager on a rotational basis
• Perform any other duties as assigned by the Management