Guest Relations Executive (Lady in Blue)

Qualities of the person in this position include: Do you have what it takes to be the heart and soul of the JA culture? This leader is confident and inspiring, encouraging their team to grow and improve. Known for motivating others and recognizing success, this individual is financially and technologically savvy, driving efficiency, productivity, and key success indicators (KSIs). Job Summary: The Lady in Blue is essentially the Hotel Ambassador (or First Lady). As an extension of the General Manager, she welcomes, meets, and bids farewell to hotel guests, ensuring communication of the highest service standards. The Lady in Blue is empowered to make immediate decisions regarding guest well-being. Activities of this job include: Achieving GDI (Guest Delight International) audit results of 85% and above. Maintaining Customer Satisfaction Survey (Trust You) results with an average rating of 5 or above. Promoting resort experiences and outlets. Minimizing guest complaints, efficiently following up on any that occur, and reporting them to the Operations team. Assisting with reception duties when needed. Daily activities include: Communicating hotel and company philosophy and representing the hotel internally. Having in-depth knowledge of the hotel and the surrounding geographical area. Being knowledgeable about all VIPs in-house, hotel functions, and special events. Gathering feedback on VIPs daily via sources like Google, Protel PMS, briefs, and distributing this information within the hotel through reports and newsletters, ensuring guest profiles are updated. Welcoming, facilitating, and bidding farewell to guests. Ensuring top VIPs are greeted upon arrival, escorted to their rooms, and bid farewell upon departure. Coordinating with FOM and GM to prepare tailored itineraries for top VIPs and managing VIP greetings and departures. Collecting detailed information about guests' stays for their profiles. Welcoming visitors, providing information, and guiding them within the hotel. Handling guest complaints and requests politely and efficiently, involving relevant staff as needed. Maintaining records of complaints and requests, following up, and informing relevant departments. Performing special projects and other duties as assigned. Walking throughout the hotel to recognize and engage with guests. Participating in daily briefings. Reporting hazards and ensuring they are rectified immediately. Providing guests with information about hotel services and promotions. Informing senior management of any unusual circumstances affecting guest service. Making decisions regarding upgrades, comps, and rebates according to hotel policies. Participating in training programs. Additional responsibilities may be added as needed. #J-18808-Ljbffr