Customer Service Lead
5 days ago
Your Opportunity
We are seeking an exceptional Guest Relations Supervisor to join our team at RIXOS. As a key member of our Guest Relations team, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and exceeds their expectations.
Key Responsibilities- Supervise and mentor the Guest Relations team to ensure consistent delivery of high-quality service.
- Develop and maintain effective relationships with guests, colleagues, and other stakeholders.
- Identify opportunities for process improvement and implement changes to enhance guest satisfaction.
- Address and resolve guest complaints or issues promptly and professionally.
- Provide guidance, support, and training to the Guest Relations team to ensure they have the necessary skills and knowledge to deliver exceptional service.
- Conduct regular performance evaluations and provide constructive feedback to help team members grow and develop.
- Oversee daily operations of the Guest Relations desk to ensure smooth and efficient workflows.
- Collaborate with other departments to ensure seamless guest experiences.
- Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
- Deliver personalized touches and exceptional service to exceed guest expectations.
- Ensure all guest service activities align with resort policies and luxury service expectations.
- Implement guest recognition programs to foster loyalty and retention.
- Education: Bachelor's degree in Hospitality Management or a related field 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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