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Guest Relations Manager – Hospitality Group (Canggu)

  • Full Time
  • Canggu
  • Posted 3 weeks ago
  • Deadline Required: July 8, 2024

A luxury lifestyle hospitality group is looking for a Guest Relations Manager for a new hospitality venue to join their team immediately. The ideal candidate must be an experienced, creative, and passionate individual who will be responsible for the management of the daily operation of the reception team and fully in charge of the Club’s VIP guest list.

The Guest Relations Manager is responsible for maintaining open lines of communication between the operational departments and guests and must be an excellent communicator who can stay positive when facing any operational challenges. You will report to the Club Director of Operations.

Requirements : 

  • Open for local candidates.
  • Min. four years previous relevant experience required with proven technical and analytical acumen.
  • Passion for hospitality and delivering exceptional lifestyle experiences.
  • Great attention to detail.
  • Extremely disciplined and focused to achieve agreed targets within given deadlines.
  • Entrepreneurial spirit; must be able to deal with ambiguity and willing to take risks as needed.
  • Excellent written and verbal communication skills.
  • Experience with needs assessment techniques, quality standards, and satisfaction evaluation techniques.
  • Open to new ideas, adventurous, and practical simultaneously.
  • Excellent problem resolution skills along with outstanding communication and active listening skills.
  • Ability to work flexible hours.
  • Fluent in English, both spoken and written.

Responsibilities :

  • Create a high performance culture.
  • Implement SOPs to deliver flawless, upscale, professional and high-class guest service experiences.
  • Build a team of professional individuals that are the Ambassadors of The Company and embody the company philosophy.
  • Oversee all reception and reservations areas.
  • Have full management control of the daily reservations and VIPs.
  • Analyse the CRM system to gather meaningful data to engage the guests on a personal level.
  • Analyse customer feedback and provide strategic direction to continuously improve overall customer ratings.
  • Oversee maintenance of an efficient repeat guest history system.
  • Work with the duty managers to maximise revenue by increasing floor capacity and improving seating turns.
  • Train the team on reservations management and phone etiquette.
  • Respond to guests’ needs and anticipate their unstated ones.
  • Respond to any questions, needs and desires of guests to ensure their requests have been met to their satisfaction.
  • Actively listen and resolve guest complaints.
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, etc.).
  • Coordinate and manage communication between guests and operational departments.
  • Promote all amenities, conveniences and programs offered.
  • An essential part of this role is being flexible with the needs of the Receptions, Club, and business and willing to work the required operational hours. The Company Club operates across multiple sites at night, on weekends, and on holidays, and your roster will reflect this based on your role and responsibilities.

Benefits: 

Competitive salary according to experience + BPJS + THR 

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