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Job Title:   Guest Relations Specialist
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Monte Carlo
390083
Administrative/Clerical/Secretarial
Hotel Front Desk/Concierge/VIP
Hotel Operations
Full-Time
21 and over
07
 

JOB DESCRIPTION:
  • Respond to guest correspondence up to and including letters, e-mails, phone calls, and all social media avenues.
  • Provide monthly guest correspondence reports with detailed information to the Manager and Director of Hotel Operations.
  • Provide effective communication to all departments regarding guest feedback.
  • Track departmental trends via surveys to determine areas needing improvement and training.
  • Monitor department responses sent to guests to ensure our service standards are met.
  • Log and track guest correspondences for consistency.
  • Follow-up with departments, ensure timely responses and appropriate compensation extended as needed.
  • Support departments throughout the hotel to meet guest service standards.
  • Provide solutions to guest service shortfalls.
  • Handle special reservations for guest returns as a result of prior inconveniences.
  • Monitor correspondence reoccurrences to identify service standard shortfalls.
  • Performs other job related duties as assigned.

JOB REQUIREMENTS:
Required: 
  • At least 3 years guest service experience.
  • At least 2 years of experience in guest service resolution.
  • Ability to provide support and direction contributing to the success of the organization goals of guest service; think strategically; leading change: be a collaborative team member; and build a capacity for continuous improvement.
  • Ability to actively resolve conflict and create collaboration with individuals and/or groups at various levels within and/or outside of the organization, and having competing interests to achieve desired results.
  • Ability to handle guest complaints in an effective and timely manner.
  • Ability to identify needs, set goals, facilitate training for guest service measurement.
  • Working knowledge of social media functionality.
  • Creative and able to produce high volumes of detailed projects.
  • Detail oriented and produce high quality work.
  • Excellent customer service skills.                     
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • High School diploma or equivalent.
  • Computer knowledge including Microsoft Office including Word, Excel, Power Point, and Access.
  • Able to effectively communicate in English, in both written and oral forms.

Preferred:

  • Experience in development and implementation of successful guest service initiatives.
  • Previous experience working in a similar resort setting.
  • Fluent reading, writing, and speaking Spanish.

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