Company Description
Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.
Job Description
Key Responsibilities
1. Guest Services Supervision
o Lead the Guest Relations team to provide outstanding service throughout the guest journey, from pre-arrival to departure.
o Greet VIP guests, handle special requests, and ensure personalized experiences.
o Monitor guest feedback and implement improvements to enhance guest satisfaction.
2. Complaint Handling
o Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor.
o Ensure follow-up actions are taken to exceed guest expectations and build loyalty.
3. Team Leadership and Training
o Supervise, mentor, and train the Guest Relations team to ensure consistent delivery of high-quality service.
o Conduct performance evaluations and recommend development plans for team members.
4. Operational Excellence
o Oversee daily operations of the Guest Relations desk, ensuring smooth and efficient workflows.
o Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences.
o Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
5. VIP and Special Guest Management
o Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
o Ensure welcome amenities, room upgrades, and personalized touches are delivered as per resort standards.
6. Quality and Standards Compliance
o Ensure all guest service activities align with the resort's policies, brand standards, and luxury service expectations.
o Monitor and manage the implementation of guest recognition programs.
7. Reporting and Communication
o Prepare reports on guest feedback, service trends, and improvement initiatives for senior management.
o Act as a liaison between the Guest Relations team and management to address operational needs and strategic goals.
Qualifications
* Education: Bachelor’s degree in Hospitality Management or a related field preferred.
* Experience: Minimum 2-3 years in guest relations or a supervisory role in a luxury hotel/resort.
* Skills:
o Exceptional communication and interpersonal skills.
o Strong problem-solving and conflict-resolution abilities.
o Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
o Multilingual abilities are an advantage.
* Personality: Warm, approachable, detail-oriented, and customer-focused.
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