Guest Relations Manager Required in Dubai - Dubai
We are now looking for a Guest Service Manager, reporting to the General Manager, in charge of managing the logistics and field operations of the team, as well as ensure excellent customer service to our clients feel welcome and ensure their pleasant and comfortable stay in our Holiday Homes.
Responsibilities
Organise and coordinate daily operations
Create, update and communicate weekly and daily planning of the team and 3rd parties
Monitor daily bookings and ensure assigned rooms are prepared before check-in
Provide upscale guest service experiences for clients throughout their stay
Liaise with Housekeepers and maintenance employees to provide an overall comfortable guest experience
Coordinate guest relations team (including GSA, coordinators, and sales representatives) to ensure we comply with all standards and operating procedures
Ensure clients are properly greeted upon their arrival by our GSA
Oversee check-in and check-out procedures, including reservations and financial transactions
Promptly address guests’ requests
Actively listen to and resolve complaints
Ensure special guests, like disabled people, the elderly, children, and VIPs, receive personalized services
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
Inform clients of our add on services
Examine daily duties, assign tasks and check on progress
Analyze customer feedback direct and online reviews and suggest ways to improve ratings
Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with regular clients & long term guests
Requirements
Proven work experience in a senior guest service role.
Understanding of all Holiday Homes best practices and relevant Dubai Tourism regulations
Hands-on experience with Property Management Software (PMS)
Proficiency in MS Office, e-mail & written communication
Proficiency in English; knowledge of other languages is a plus
Customer service drive with outstanding oral communication and active listening skills
Excellent problem-solving and multitasking skills
Leadership skills along with the ability to motivate a team into high performance
Ability to work flexible hours
Strong sense of responsibility and a professional presentation
BSc degree in Hospitality Management, Tourism, Business Administration or relevant field
Salary:
Including fixed & variable commission : AED 14,000/- per month
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