Guest Services Manager Luxury Hotel KAFD

Job Scope

• Ensure a personalized and attentive experience for all guests
• Receive and manage guest feedback, including compliments and complaints
• Identify and recognize VIP guests, regular patrons, and special occasions
• Coordinate personalized services or amenities for special guests
• Responsible for planning and coordinating events, celebrations, and special occasions
• Ensure that guest expectations are met during private events or functions
• Provide support for event logistics and guest services
• Implement loyalty programs or recognition initiatives
• Implement improvements based on customer feedback to enhance overall satisfaction
• Oversee the reservation process, ensuring accuracy and efficiency
• Coordinate with the front‑of‑house staff to manage table allocations and optimize seating
• Confirm reservations and communicate any special requests to relevant departments
• Collaborate with various departments (kitchen, housekeeping, event planning) to ensure seamless guest experiences
• Communicate guest preferences, special requests, and requirements to relevant staff members
• Train front‑line staff on guest relations standards and customer service best practices
• Conduct regular training sessions to enhance the team’s interpersonal and communication skills
• Foster a guest‑centric culture among all staff members
• Handle challenging situations or guest complaints with professionalism and discretion
• Implement crisis management procedures to address issues swiftly and effectively
• Work towards resolving conflicts to the satisfaction of the guests
• Maintain accurate guest databases, including contact information and preferences
• Use guest information to personalize interactions and anticipate needs
• Ensure compliance with data protection and privacy regulations
• Conduct regular audits and inspections to ensure service standards are consistently met
• Ensure that the use of new technology and equipment is explored and implemented wherever appropriate
• Implement and promote sustainable practices in daily tasks, focusing on reducing waste, saving energy, and using resources efficiently