Guest Relations Manager
Hospitality
Binh Duong
$1500 - $2000
Our client is a hospitality service provider which has been developing its business activities in Vietnam for more than 1 year. Reporting: Managing Director/General Manager Job Summary: • The primary goal of a guest relations manager is to make guests feel welcome and ensure their satisfaction. Guest relations managers may be employed in a variety of setting such as in upscale hotels or for large chain stores or restaurants. Regardless of their employment setting, a guest relations manager needs to work well with people, be able to handle stressful situations and maintain a positive attitude. Responsibilities: • Hire, training, motivates, counsels, and monitors the performance of all Appointment Coordinators and Guest Relations Staff. • Ensures work schedules are created and work is allocated, based on work priority, and quantity. • Handles guest’s concerns that demand management’s attention tactfully, promptly, and with genuine concern. • Discusses dealership guest satisfaction standings with the Service Manager and department managers. • Monitors significant changes in guest satisfaction and determines possible contributing factors. • Prepares monthly reports on the status of guest satisfaction in the dealership, including results of all factory-generated surveys. • Monitors Guest Relations and Appointment Coordinator calls to guests for quality control purposes. • Ensures Guest Relations and Appointment Coordinators are contacting designated guests for guest satisfaction. • Ensure new owner’s events are organized and successful. • Trains designated employees on guest satisfaction. • Assists fixed operations and sales departments on guest satisfaction, as needed. • Designs and implements strategies to maintain and increase guest satisfaction. • Develops and maintains relationships with vendors and manufacturers. • Assures all areas of guest satisfaction are being fulfilled. • Achieves performance objectives set by management. • Assists in the Sales & Service areas and performs other administrative duties, as needed. • Maintains high ethical standards in all actions. • Maintains a professional appearance at all times • Other duties assigned by Manager
General requirements: • Only Female. Age from 28 to 35 • Bachelors Degree in Hospitality or Business Management • At least 05 years experience preferably in golf/hospitality/service industry, or at a 4 or 5 stars, luxury hotel or resort environment • To be very strong verbal and written English skills as well as knowledge on Microsoft Office applications and Opera or Smile Systems • Knowledge of principles and processes for providing customer, personnel services and evaluating customer satisfaction; and mathematical principles (adding, subtracting, dividing, multiplying, and percentages) • Be able to do the prompt decision making and ability to analyse front office reports, planning, organizing, motivating, controlling and staff management is the key to be succeeded in this position. • Ability to perform wide varieties of tasks as guest service agent, reception, cashier, butlers, business centre. Competencies required (Must have): • Leadership • Management Ability • Customer Service • Problem Solving Abilities • Job Knowledge • Exceptional organization skill • Negotiation Skills • Strategic Thinking • Communication Skills • Decision Making • Marketing Concepts • Coaching ability
