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Offers “Accor”

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Guest Relations Manager

  • SINGAPORE
  • Marketing

Job description



Key tasks

 Lead a team of Guest Experience Ambassadors, Club Operations Ambassadors and Butlers and ensure that all of the functions work well together to provide a memorable and seamless hotel experience for all guests.
 Engage with guests at all touch points, ensuring satisfaction and creating opportunities for cousu main moments as well as proactively identifying and actioning any areas for service recovery.
 Ensure that all guest requests are efficiently delegated to Housekeeping, Front Office, Concierge, Food & Beverage and other relevant hotel departments, and that follow up is completed to ensure guest satisfaction.
 Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations.
 Facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
 Facilitate timely corrective action planning and implementation to support the continuous improvement in the area of guest experience.
 Conduct Guest Experience Management overview induction for newly hired department heads and supervisors.