Luxury Hospitality Ambassador
7 hours ago
The Luxury Guest Relations Executive plays a pivotal role in delivering exceptional service and creating unforgettable experiences for discerning guests at Bastian Hospitality's luxurious dining and hospitality outlets.
As the primary point of contact, this professional ensures a seamless, personalized, and elevated service from arrival to departure, making every visit a bespoke experience that reflects the brand's luxury standards.
Main Responsibilities- Guest Experience & Service Excellence:
- Greet and welcome guests with a warm, professional demeanor, ensuring a positive first impression.
- Provide personalized service by anticipating and responding to guests' needs and preferences, going above and beyond to enhance their experience.
- Manage guest requests, reservations, and inquiries with accuracy and efficiency, ensuring prompt and courteous service at all times.
- Relationship Management:
- Build and maintain strong, lasting relationships with guests, particularly VIP and high-profile clientele, through exceptional service and personalized interactions.
- Recognize repeat guests and VIPs, making them feel valued and appreciated by acknowledging past visits and preferences.
- Collect guest feedback and suggestions to improve service quality, communicating relevant insights to the management team.
- Coordination with Service Teams:
- Collaborate closely with the restaurant, kitchen, and bar teams to ensure smooth and coordinated service delivery.
- Communicate guests' special requests, dietary needs, or specific preferences to the relevant departments to ensure consistency in service.
- Oversee table settings, guest flow, and timing of service to maintain the highest standard of luxury dining experience.
- Handling Guest Issues & Complaints:
- Address and resolve any guest issues or complaints in a professional and empathetic manner, ensuring guest satisfaction.
- Remain calm and composed during challenging situations, using problem-solving skills to turn potential issues into positive experiences.
- Escalate complex or sensitive issues to management when necessary, maintaining confidentiality and discretion.
- Event & VIP Management:
- Assist with private dining events, VIP bookings, and special occasions, ensuring seamless coordination and an elevated guest experience.
- Arrange personalized touches for special events or occasions, such as birthdays, anniversaries, and exclusive gatherings.
- Act as a brand ambassador for Bastian Hospitality, showcasing the luxury brand's values and standards during high-profile events.
- Upselling & Brand Promotion:
- Promote restaurant offerings, seasonal menus, and special events to enhance the guest experience and drive engagement.
- Engage guests with recommendations and suggestions that showcase the brand's unique features, from signature dishes to exclusive beverages.
- Actively contribute to guest loyalty programs by encouraging guests to join and explaining the benefits.
- Record Keeping & Reporting:
- Maintain accurate records of guest preferences, feedback, and service notes for future reference, updating the guest database as needed.
- Prepare end-of-shift reports summarizing guest interactions, feedback, and relevant operational insights for the management team.
- Use guest data to personalize future interactions, supporting a tailored approach that aligns with luxury hospitality standards.
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