Assistant Manager - Guest Relations
Closing date: 31/03/2024
We are seeking an experienced Guest Relations Assistant Manager to join our company. You should possess an outgoing personality to make clients feel satisfied and comfortable. You will assist with guests’ enquiries and resolve any dissatisfaction.
Provide inspirational leadership, clear vision and direction to colleagues to ensure delivery of the company brand, values, and vision, to create an amazing experience for our members and guests. Act as a role model for our brand’s mission, service culture, and values.
- Conduct staff briefings, trainings, evaluate staff performance, counsel, and motivate departmental staff. Serve as a role model, and first point of contact for all Guest Relations employees.
Always be fully aware of our products, services, promotional activities pricing and policy changes, and provide correct information to members, visitors, clients.
Maximize productivity through effective staffing, scheduling, coaching and mentoring departmental staff.
Attend to the Guest requirements, concerns, complaints and resolve service 'glitches' and keep a record of all feedback under the appropriate system. Ensure that the issues are resolved in atimely manner to guest’s satisfaction.
Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the operational challenges experienced by the Frontline staff.
Draft and implement the standard operating procedures, policies, define systems and practices, review the existing documentation procedures and suggest revision to enhance the administrative efficiency of the Department.
Gather members and guest feedback, comments, remarks through various channels, surveys, analyse and evaluate all guest comments and feedbacks concerning our products andservices.
Provide findings and feedback to management through use of data analysis, identify root cause and work with the relevant department heads on suggestions to enhance guest experienceand satisfaction.
Discuss special discounts, concessions with the Director of Finance and secure prior approvals from the General Manager and document all special discounts, concessions, out of the serviceterms offerings and entitlement agreed with the members and guests and inform the respective HOD in writing.
Ensure proper documentation, UpToDate records and files are maintained as per the set standards for all members, guests, clients. Track Membership expiries and encourage renewals.
Maximize additional revenue by motivating colleagues by implementing or maintaining incentive programs.
Develop and maintain good PR with the existing Members, Guests, Clients.
Regular conduct trainings regarding Guest Service, Guest Orientation & Service enhancement for all operational team members. Improve and maintain guest satisfaction scores through ongoing learning and Training of brand standards and service essentials to employees.
Ensure high grooming standards are maintained by all operations team within the parameters of company requirements.
Attend Internal Audits, External / Third party Audits, provide justification and adhere to the corrective action suggested by the Management.
Ensure that company policies & standard operating procedures are followed by each and every staff. Taka necessary corrective actions against the employee at fault.
Prepare and submit yearly Manning Budget, Capex, Opex budgets. strategies and ensure attainment of given targets under the budget’s guidelines.
Manage the Guest Relations Departmental budget to develop specific campaigns, promotions, and collateral for effective market awareness, generate revenue and meet set targets.
Report any issue or damages and breakdowns within working areas and the resort to ensure a defect-free facilities and service amenities provided.
Maintain strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.
Coordinate with the HR department for staff related issues. Create good teamwork & motivate staff by introducing various welfare programs and activities.
Address all communications on day-to-day basis and carry-out all internal & external written communication with staff/operations and with guests as per guidelines.
Prepare weekly progress reports and submit periodic reports to the Management, as per the stipulated schedule.
Promote a safe Working environment by following, implementing, maintaining Health & Safety standards. Follow company policies and procedures on reporting accidents, injuries, and unsafe work conditions.
To ensure requirement compliance on any External/Internal audits related to ISO and Supreme Committee standards.
Ensure that requirements related to Food Safety (ISO 22000:2005) & HSE (lSO 14001:2004 & OHSAS 18001:2007) are implemented and maintained within the department.
All documents/records related to Food Safely & HSE (where applicable) shall be Sept up to date.
Food safety / HSE Policy and objectives (as applicable to the department) to be followed and updated.
Qualification, Experience, and Skills
Experience as a Guest Relations or Hospitality Manager
Excellent customer service skills
Knowledge of the hospitality industry
Familiar with ERP and MS Office software
Great leadership skills
Effective communication skills
BA/BSc in Hospitality٫ Business or a related field.
Note: You will be required to attach the following:
Resume / CV
Educational / Employment Certifications.