Guest Relations Manager
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- Oversee all guest relations activities and ensure the highest standards of service delivery across the resort
• Lead, mentor, and motivate the guest relations team to achieve departmental objectives and maintain service excellence
• Address guest concerns and complaints with empathy and professionalism, implementing effective solutions to ensure guest satisfaction
- Develop and implement guest experience programmes and initiatives that enhance overall satisfaction and encourage repeat visits
• Manage guest feedback and conduct regular appraisals to identify areas for improvement and service enhancement
• Liaise with other departments to coordinate guest services and ensure seamless communication across the organisation
• Maintain detailed records of guest interactions, preferences, and special requests to personalise future experiences
- Conduct induction and training programmes for new team members to ensure consistent service standards
• Monitor and analyse guest satisfaction metrics and prepare regular reports for senior management
• Represent the resort at guest events and functions, embodying the brand values and hospitality standards
• Ensure compliance with all resort policies, procedures, and health and safety regulations
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