Frontline Ambassador

Job Title: Associate in Guest Relations

As a key member of our hospitality team, you will be responsible for ensuring a positive and memorable experience for our guests. Your primary goal is to address their needs, resolve issues, and maintain strong relationships with them.

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• Guest Assistance: Provide exceptional service by greeting guests, answering their inquiries, and offering information about services, facilities, and amenities.
• Assist with check-in, check-out, and registration processes to ensure smooth operations.
• Issue Resolution: Handle guest complaints, concerns, or requests promptly and effectively, maintaining a professional and empathetic demeanor at all times.
• Investigate and resolve problems to ensure guest satisfaction and loyalty.
• Communication and Coordination: Maintain clear and effective communication with guests, as well as internal teams, to ensure seamless operations and timely service delivery.
• Relationship Building: Develop and nurture relationships with guests to create a welcoming and personalized experience that exceeds their expectations.
• Anticipate guests' needs and provide personalized recommendations and assistance to enhance their stay.
• Service Recovery: Proactively identify and address potential service lapses or guest dissatisfaction, implementing effective recovery procedures to regain guest confidence.
• Guest Feedback: Collect and analyze guest feedback, reviews, and surveys to identify areas for improvement and recommend changes to enhance the guest experience.
• Documentation: Maintain accurate and up-to-date records of guest interactions, reservations, and incident reports.
• Recording guest preferences and special requests to ensure personalized service during future visits.
• Requirements: Customer Service Skills: Strong interpersonal and communication skills to interact effectively with guests, listen to their concerns, and provide excellent service.
• Problem-Solving Abilities: Ability to think on your feet, make quick decisions, and resolve guest issues in a timely and satisfactory manner.
• Empathy and Patience: Displaying empathy, understanding, and patience while addressing guest needs and resolving conflicts.
• Multitasking and Time Management: Managing multiple tasks and priorities simultaneously while maintaining attention to detail and delivering efficient service.
• Professionalism: Presenting a professional and polished appearance, adhering to company standards and policies, and maintaining confidentiality of guest information.
• Knowledge of the Industry: Familiarity with the hospitality industry, including hotel operations, amenities, local attractions, and events, to provide accurate information and recommendations.
• Language Skills: Proficiency in spoken and written communication in the required languages, especially if the role involves interactions with international guests.