Key Responsibilities: Guest Experience Management
• Greet and welcome guests, ensuring a warm and friendly atmosphere.
• Anticipate guest needs and tailor personalized experiences to enhance satisfaction.
Issue Resolution
• Handle guest complaints or concerns in a professional, efficient manner.
• Coordinate with other departments to resolve issues promptly.
• Follow up with guests to ensure all concerns are addressed satisfactorily.
Relationship Management
• Build and maintain strong relationships with repeat guests.
• Collect and analyze guest feedback to identify trends and areas for improvement. • Implement initiatives to increase guest loyalty and retention. Team Coordination
• Train and guide front-line staff on best practices in customer service. • Ensure staff adhere to service standards and uphold the company’s values.
• Communicate guest expectations and preferences to relevant departments. Operational Excellence
• Oversee the seamless execution of daily guest-facing operations.
• Maintain accurate records of guest interactions, complaints, and preferences.
• Assist in promotional activities or special events for guests.
Reporting & Analysis
• Generate reports on guest satisfaction, trends, and service performance. • Develop strategies to improve the overall guest experience based on insights