Guest Services Manager Luxury Hotel KAFD

Job Scope

• Ensure a personalized and attentive experience for all guests.
• Receive and manage guest feedback, including compliments and complaints.
• Identify and recognize VIP guests, regular patrons, and special occasions.
• Coordinate personalized services or amenities for special guests.
• Responsible for planning and coordinating events, celebrations, and special occasions.
• Ensure that guest expectations are met during private events or functions.
• Provide support for event logistics and guest services.
• Implement loyalty programs or recognition initiatives.
• Implement improvements based on customer feedback to enhance overall satisfaction.
• Oversee the reservation process, ensuring accuracy and efficiency.
• Coordinate with the front-of-house staff to manage table allocations and optimize seating.
• Confirm reservations and communicate any special requests to relevant departments.
• Collaborate with various departments, including kitchen, housekeeping, and event planning, to ensure seamless guest experiences.
• Communicate guest preferences, special requests, and requirements to relevant staff members.
• Train front-line staff on guest relations standards and customer service best practices.
• Conduct regular training sessions to enhance the team's interpersonal and communication skills.
• Foster a guest-centric culture among all staff members.
• Handle challenging situations or guest complaints with professionalism and discretion.
• Implement crisis management procedures to address issues swiftly and effectively.
• Work towards resolving conflicts to the satisfaction of the guests.
• Maintain accurate guest databases, including contact information and preferences.
• Use guest information to personalize interactions and anticipate needs.
• Ensure compliance with data protection and privacy regulations.
• Conduct regular audits and inspections to ensure service standards are consistently met.
• To ensure that the use new technology and equipment is explored and implemented wherever appropriate
• Implement and promote sustainable practices in daily tasks, focusing on reducing waste, saving energy, and using resources efficiently