Luxury Guest Services Professional

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $90,000 - $120,000
About the Assistant Manager Role

This position is responsible for overseeing Guest Relations and ensuring the highest standards of customer service are met. The successful candidate will build relationships by engaging with guests and focusing on the pre-arrival and arrival experience.

Key Responsibilities:
  • Develop strong rapport with guests through authentic and personable conversations.
  • Maintain excellent customer service standards across all departments as required.
  • Efficiently handle and resolve guest complaints, liaising with the Front Office Manager as necessary.
  • Assign duties and provide guidance to Guest Relations Officers, supporting their tasks where needed.
  • Ensure VIP rooms and other designated areas are thoroughly prepared prior to guest arrival.
Requirements:
  • Prior work experience in guest relations or a similar role within a luxury hotel setting.
  • Exceptional ability to establish rapport and engage in meaningful conversations with guests.
  • Strong time management skills, enabling efficient multitasking.
  • Superior customer service skills, including effective resolution techniques.
  • Able to work autonomously and as part of a team.
  • Ability to perform under pressure, maintaining attention to detail.
  • Familiarity with five-star grooming standards and the importance of a positive first impression.
  • Flexibility to work on a rotating roster, including weekends and public holidays.

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