Guest Relations Manager

Há 4 dias

Lisboa, Lisboa, Portugal Sheraton Cascais Resort Tempo inteiro

Mission: Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest related situation.
Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager and handles the tracking of service issues.
Job Summary: Develops specific goals and plans to prioritize, organize, and accomplish your work; Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others; Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property; Intervent in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved; Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results; Provides services that are above and beyond for customer satisfaction and retention; Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed; Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis; Serves as a leader in displaying outstanding hospitality skills; Sets a positive example for guest relations; Responds to and handles guest problems and complaints; Empowers employees to provide excellent customer service; Participates in the development and implementation of corrective action plans to improve guest satisfaction; Performs all duties at the Front Desk as necessary; Runs Front Desk shifts whenever necessary.
Requirements: Good computer skills (e.g., Excel, Powerpoint, Micros, Opera+…); People orientated leadership skills; Attention to detail and high organizational skills; Strong sense of responsibility and rigor.
Education/Professional Experience: High School Degree or Specialized High School Degree; 1-3 years of experience in the function.
Language Skills: Excellent communication skills in English and Portuguese (written and spoken).
Would you like to be part of the team?
Send your CV

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