Job Description

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Guest Relations Manager

Private Advertiser

Job Information

Job Listing Date
2 May 2018
Location
Asia Pacific, PNG & Pacific Islands
Work Type
Full Time
Classification
Hospitality & Tourism, Front Office & Guest Services

Guest Relations Manager

Duties and responsibilities for this role will include;

  • Ensure and provide flawless, upscale, professional and high class guest service experiences
  • Analyse customer feedback and provide strategic direction to continuously improve overall rating
  • Respond to guests needs and anticipate their unstated ones. Actively listen and resolve guests’ complaints
  • Expect and react promptly to guests’ requirements and inquires
  • Oversee and coordinate all arrivals and departures of special guests (VIPs etc)
  • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
  • Promote all amenities, conveniences and programs offered
  • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
  • Appraise team’s performance and produce reports
  • Examine activities logbook, assign tasks appropriately and implement control schedule daily

The successful candidate will have the following attributes:

  • BA degree in hospitality management, business administration or related field, and/or proven working experience as Guest Relations Manager in a Resort/Hotel.
  • Adequate knowledge of personalised services principles and processes
  • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
  • Familiarity with industry’s latest trends
  • Hands on experience with guest relationship management software
  • Proficiency in English/French, multilingualism will be considered an asset
  • Guest service orientation and drive
  • Excellent problem resolution skills along with outstanding communication and active listening skills
  • Ability to work flexible hours
  • Highly responsible and reliable with a professional presentation

Applications close 1st June 2018

Applications to be made in writing to;

Human Resources Officer

Iririki Island Resort & Spa

PO Box 230

Port Vila,

Vanuatu

ea@iririki.com

Duties and responsibilities for this role will include;

  • Ensure and provide flawless, upscale, professional and high class guest service experiences
  • Analyse customer feedback and provide strategic direction to continuously improve overall rating
  • Respond to guests needs and anticipate their unstated ones. Actively listen and resolve guests’ complaints
  • Expect and react promptly to guests’ requirements and inquires
  • Oversee and coordinate all arrivals and departures of special guests (VIPs etc)
  • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
  • Promote all amenities, conveniences and programs offered
  • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
  • Appraise team’s performance and produce reports
  • Examine activities logbook, assign tasks appropriately and implement control schedule daily

The successful candidate will have the following attributes:

  • BA degree in hospitality management, business administration or related field, and/or proven working experience as Guest Relations Manager in a Resort/Hotel.
  • Adequate knowledge of personalised services principles and processes
  • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
  • Familiarity with industry’s latest trends
  • Hands on experience with guest relationship management software
  • Proficiency in English/French, multilingualism will be considered an asset
  • Guest service orientation and drive
  • Excellent problem resolution skills along with outstanding communication and active listening skills
  • Ability to work flexible hours
  • Highly responsible and reliable with a professional presentation

Applications close 1st June 2018

Applications to be made in writing to;

Human Resources Officer

Iririki Island Resort & Spa

PO Box 230

Port Vila,

Vanuatu

ea@iririki.com

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