DUTIES AND RESPONSIBILITIES:

· Ensure that all Guest Relations team members are at all times offering to the guests’ graceful, personalized and caring service, aiming at highest possible guest satisfaction

· Ensure that all Guest Relations team members are fully knowledgeable of all resort facilities and services offered

· Ensure all Guest Relations team members are able to act as ambassadors of the destination, successfully displaying local knowledge and giving recommendations to guests

· Establish a relationship with the guest prior arrival, during stay, upon departure and after departure

· Be informed in advance of all details and requirements pertaining to arrival guests, with particular focus on VIP guests

· Support and manage the Guest Relations Team with the welcome, arrival and departure experience, with particular focus on VIP guests

· Ensure that all in house guest communication documents are reviewed to ensure consistent quality

· Arrange / coordinate unique... experiences and celebrations by actively promoting resort services and follow up with departments concerned

· Follow up with Housekeeping and Food & Beverage Departments for any special requests or guest amenities

· Maintain a Guest History system that keeps record of preferences, comments and special needs

· Ensure that all GRO team members understand the importance of guests preferences and on a continuous basis encourage for the same to be collected and recorded

· Actively seek ways to develop and create dedicated tools to enhance guest experience

· Ensure all guests profile are updated by following the standards

· Coordinate wedding allocation/arrangements with the Guest Relations Team

· Liaise with other departments and outside contractors to ensure excellent service delivery

· Ensure presence of a Guest Relations Officer in the main Lobby as well as in restaurants during breakfast/dinner time

· Ensure presence of the Guest Relations team and self during Management Cocktails

· Assist Sales & Marketing with site inspections with and entertain guests, travel agents or journalists when necessary

· Liaise directly with concerned Head of Departments to resolve guest complaints effectively and efficiently

· Perform any other duties as assigned by the Management

Candidate Requirements :
• Diploma/Degree in Hotel Management
• Minimum 2 years’ experience in similar role in a luxury hotels & resorts
• Effective communication skills and pleasant personality are a must – advantage if speaks various language
• Island experience is a requirement
• Possession of superior interactive skills is essential
• Fluency in both written and spoken English, additional language is an advantage (Russian; Italian; German; etc)
• Knowledge of Opera
• Previous experience in tourism industry would be an advantage
Mahé Seychelles

Salary Criteria