Guest Relation Team Leader

* Job Description:
- Guest Relations team leader responsibilities include greeting owner off all Villas owners as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities.
- You will also make sure our front-desk staff, including Receptionists and Concierges, offer stellar customer service and provide memorable hospitality experiences for our guests.
+ Provide upscale guest service experiences for clients throughout their stay
+ Ensure clients are properly greeted upon their arrival
+ Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
+ Coordinate luggage collection and storage
+ Oversee check-in and check-out procedures, including reservations and financial transactions
+ Promptly address guests’ requests, like in-room dining
+ Actively listen to and resolve complaints
+ Ensure special guests, like disabled people, 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 hotel services, including breakfast and dining options
+ Promote all hotel amenities, conveniences and programs offered
+ Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
+ Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
+ Examine daily duties, assign tasks and check on progress
+ Analyze customer feedback from hotel guestbook 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 hotel clients

* Skills & Experience:
- Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
- Understanding of all hotel 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
- Ability to work flexible hours
- Strong sense of responsibility and a professional presentation