Guest Relation Officer

pokhara

This job is expired 8 years, 10 months ago

Experience Required

Not Required

Must be able to read, speak, write, and understand the primary language used in the workplace.His/her behavior and personal appearance will always be geared to the objective of being an example to all other staff within the Hotel. He/she will strive to use a polite language and well-groomed behavior in his/her relation with the Hotel guests, colleagues and staff.
Proven working experience as guest relations manager
Working experience in hospitality
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, 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

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
Expect and react promptly to guests’ requirements and inquires
Actively listen and resolve guests’ complaints
Oversee and coordinate all arrivals and departures of special guests.
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