GUEST RELATIONS MANAGER - OSTERIA GIA

•        Assist the General Manager in continuously improving the overall ratings

•        Represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests

•        Accountable for resolving all issues to the guest satisfaction while following up to ensure complete service recovery.

•        Schedules the Guest Relations Officers in order to provide full coverage at the desk

•        Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns

•        Conduct and Appraise team’s training and their performance

•        Examine daily duties, assign tasks and check on progress

•        Analyze customer feedback from guest book and online reviews and suggest ways to improve ratings 

•        Ensure team well trained 

•        Proven work experience as a Guest Relations Manager

•        Proven leadership and managerial skills

•        Understanding of all hospitality and FnB management best practices and relevant laws

•        Proficiency in English; knowledge of other languages is a plus

•        Customer service drive with outstanding communication and active listening skills

•        Excellent problem-solving and multitasking skills

•        Leadership skills along with the ability to motivate a team into high performance

•        Strong sense of responsibility and a professional presentation