Manager (Guest Relations)
Job Description
Title: Manager (Guest Relations)
Company Name: Elenga Resort Ltd
Vacancy: Not specific
Job Location: Tangail
Employment Status: Full-time
Educational Requirements:
∎ Masters degree in Tourism & Hospitality Management/ Hotel Management or related field.
Experience Requirements:
∎ 3 to 5 year(s)
Job Context:
∎ Elenga Resorts Ltd. is the first & comprehensive land based resort in Bangladesh serving tourists, corporate organizations & individual since 2001.
∎ Elenga Resort Ltd aims at continuing its endeavor in building excellence in hospitality services by developing the workforce. Elenga has the following requirement.
∎ Job Location: Elenga Resort Ltd. Elenga. Kalihati, Tangail
Job Responsibilities:
∎ To provide smooth, prompt and quality services for solving all kinds of customer queries and complaints. Active participation in the sales part, attend all sales call physically in the market and prepare a database of the clients with details information. Develop and maintain good relations with customers. Develop implement policies and strategies to fulfill customer's need in order to achieve the sales & marketing target as per business plan.
∎ 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
∎ Appraise team's performance and produce regular reports
∎ Liaise with Housekeepers and Waiter 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/restaurant clients
∎ Monitor and materialization of action plan against prevention of COVID-19.
Additional Requirements:
∎ Age at most 35 years
∎ Minimum 3-5 years experience in similar service oriented industry.
∎ Smart, energetic and willing to work under pressure.
∎ Ability to make correspondence independently.
∎ Excellent interpersonal skills.
∎ Well conversant in both spoken and written English.
∎ Familiar with MS office and other basic software.
∎ Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
∎ Understanding of all hotel management best practices and relevant laws
∎ Hands-on experience with Hotel Management software (PMS)
∎ 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
∎ BSc degree in Hospitality Management, Tourism, Business Administration or relevant field
Salary:
∎ Attractive remuneration package will be commensurate against appropriate experience.
Application Deadline: 22 Sep 2020
Company Information:
∎ 16 Sep 2020
∎ Elenga Resort Ltd
∎ Address : Level-3, House-4, Road-12, Block-J, Baridhara
Category: Hospitality/ Travel/ Tourism
