Guest Relations Manager

Company Description

Grün is a boutique hospitality brand that creates sophisticated destinations in nature and prioritizes enhancing nature rather than impacting it. With destinations in Uluwatu, Canggu, and Ubud in Bali, Indonesia, Grün aims to provide its guests with memorable experiences while preserving the beauty of the natural world.

Role Description

This is a full-time on-site role for a Guest Relations Manager located in Pecatu, Bali, Indonesia. The Guest Relations Manager will be responsible for building and maintaining relationships with guests, ensuring customer satisfaction, providing excellent customer service, and training team members to do the same.

• Customer Service: The primary responsibility of a GRM is to ensure excellent customer service at all times. This involves greeting guests, addressing their inquiries and concerns, and providing assistance throughout their stay or visit. 
• Guest Satisfaction: It's the duty of the GRM to monitor guest satisfaction levels and take proactive steps to ensure guests have a positive experience. This may involve soliciting feedback through surveys or direct communication and implementing changes based on guest suggestions.
• Conflict Resolution: Guest Relations Managers must be adept at handling complaints and resolving conflicts effectively. This may involve listening to guest concerns, offering solutions, and ensuring that guests feel heard and valued.
• Coordination and Communication: GRMs often act as a liaison between guests and various departments within the establishment. They communicate guest needs and preferences to relevant staff members to ensure seamless service delivery.
• Special Requests and Arrangements: Guests may have special requests or require arrangements for events, tours, or special occasions. The GRM is responsible for coordinating these requests and ensuring they are fulfilled to the guest's satisfaction.
• VIP Services: In establishments that cater to VIP guests or high-profile clients, the GRM may be responsible for providing personalized services and ensuring VIP guests receive special attention and treatment. 
• Training and Development: Guest Relations Managers may be involved in training and developing staff members to uphold high standards of customer service and Guest Relations. They may conduct training sessions, provide feedback, and set performance expectations for staff.
• Administrative Tasks: GRMs often handle administrative tasks such as maintaining guest records, managing guest feedback and complaints, and preparing reports on guest satisfaction and service quality.
• Crisis Management: In the event of emergencies or crises, such as natural disasters or security incidents, the GRM may be responsible for implementing emergency procedures and ensuring the safety and well-being of guests.
• Promotion and Marketing: Guest Relations Managers may also be involved in promotional activities and marketing efforts to attract new guests and retain existing ones. This may involve developing loyalty programs, organizing special events, or collaborating with marketing teams to enhance the guest experience.

Qualifications

• Excellent Guest Relations and communication skills
• Proven ability to ensure customer satisfaction and provide exceptional customer service
• Experience in training team members in Guest Relations and customer service
• Experience in the hospitality industry
• Fluency in English and Bahasa Indonesia
• Bachelor's degree in Hospitality, Tourism, or related field

• Mencari kandidat untuk bekerja pada:
  • Senin: Pagi, Siang
  • Selasa: Pagi, Siang
  • Rabu: Pagi, Siang
  • Kamis: Pagi, Siang
  • Jum'at: Pagi, Siang
• Diperlukan lebih dari 4 tahun pengalaman kerja yang relevan untuk posisi ini
• Pelamar harus memiliki KTP
• Tanggal mulai kerja: 25 March 2024