Luxury Guest Services Manager
3 days ago
About RIXOS
We are a luxury resort that prides itself on delivering exceptional guest experiences. As our ideal candidate, you will be responsible for leading the Guest Relations team to provide outstanding service throughout the entire guest journey.
Key Responsibilities- Supervise and mentor the Guest Relations team to ensure consistent delivery of high-quality service.
- Greet VIP guests and handle special requests with personalized attention.
- Monitor guest feedback and implement improvements to enhance guest satisfaction.
- Address and resolve guest complaints or issues efficiently, maintaining a professional demeanor.
- Ensure follow-up actions are taken to exceed guest expectations and build loyalty.
- Train and develop the Guest Relations team to meet and exceed resort standards.
- Conduct performance evaluations and recommend development plans for team members.
- Oversee daily operations of the Guest Relations desk to ensure smooth workflows.
- Collaborate with other departments to deliver seamless guest experiences.
- Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
- Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
- Deliver welcome amenities, room upgrades, and personalized touches as per resort standards.
- Ensure all guest service activities align with resort policies and luxury service expectations.
- Implement guest recognition programs to foster loyalty.
- Education: Bachelor's degree in Hospitality Management preferred.
- Experience: Minimum 2-3 years in guest relations or a supervisory role in a luxury hotel/resort.
- Skills:
- Exceptional communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
- Multilingual abilities an advantage.
- Personality: Warm, approachable, detail-oriented, and customer-focused.
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