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Director - Guest Relations

Job Title: Director - Guest Relations
Contract Type: Permanent
Location: Indonesia
Industry:
Reference: JOB_000476[378]
Contact Name: Leon Nonis
Contact Email: leon@acihr.com
Job Published: May 04, 2018 09:33

Job Description


The CompanyOur client is a high end luxury private island located in the Indonesian archipelago and caters to the high-end market.

The Role

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

Leading Guest Services Shifts

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Supervises Concierge and/or Bell Staff, when applicable and maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.

• Assists with energy conservation efforts by monitoring compliance during property tours. Implementing and Monitoring Projects and Policies Related to Guest Experience and Safety

• Implements the customer recognition/service program, communicating and ensuring the process.

• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Sends copy of MOD report to all departments on a daily basis.

• Ensures compliance with all policies, standards and procedures.

• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

• Understands and complies with loss prevention policies and procedures.


Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service.

• Observes service behaviors of employees and provides feedback to individuals.

• Maintains high visibility in public areas during peak times.

• Provides immediate assistance to guests as requested.

• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

• Records guest issues in the guest response tracking system.

• Reviews comment cards and guest satisfaction results with employees.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.


Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.


Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

• Communicates any variations to the established norms to the appropriate department in a timely manner.

• Participates as needed in the investigation of employee and guest accidents.

• Performs Front Desk duties in high demand times.



The Person
  • You must come from the luxury resort area with prior experience in this area
  • A team leader, player and motivator with a strong desire to be hands on
  • Able to multitask and work well under pressure
  • A recognised degree in hospitality
  • Able to work in a remote location
  • Resourceful and able to problem solve
  • Customer focused and understands the requirements to meet all VIPs expectations