Guest Relations Officer

Full time at a Laimoon Verified Company in Saudi Arabia

Posted on December 9, 2024

Job details

Core Guest Relations is the face of CORE. The role encompasses reception, reservation, and hosting as well as administrative duties, and competent use of the CRM and booking system. Achieve 80% member satisfaction, solve any problem within 24 hours, and if involving 3rd parties, within 48 hours, ensuring that we as a business deliver our vision and reach our financial targets. Ensure all guests are served and cared for through efficient and smooth operation of the reception, telephones, and hosting. Focused on service excellence as per company guidelines, Guest Relations are the CORE ambassadors and it is an essential part in making everyone feel welcome, valued, comfortable and delivering an exceptional customer experience.Job Responsibilities:All members to be greeted professionally, treated equally, receive exceptional and consistent service, and feel valued and comfortable in their environment.Holds a positive attitude towards all members and is resourceful in finding resolutions and supporting queries.Proactively collect feedback from members, document and share it. Ensure the correct action is taken to handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Proactively engage people in exercise and activity as the heart of everything you do.Brand awareness creation, always go the extra mile to engage members.Attend all member calls and identify and assess member needs to achieve satisfaction.Build sustainable relationships of trust through open and interactive communication with members and the CORE team.Build a value-for-money culture amongst members and the CORE team.Customer education about the standards, rules, and regulations inside the club."Be Backs" and prospect management is consistently followed up within 48 hours.Calls are delivered according to the SOP, with energy and enthusiasm.Membership administration is carried out efficiently and with attention to detail.Participation in all marketing and community building activities.Well presented, courteous, and proactive in his/her duties.Good understanding of CRM and booking system.Have a full understanding of CORE products and processes.Have a full understanding of the department structure and policies.Details of all prospects to be promptly submitted to the system and to the prospects file with 100% accuracy, keeping the confidentiality of the members' data.Have a thorough understanding of the membership tiers, payment options, policies, and terms & conditions.Maintain daily operations including opening, operating, and closing procedures. Consistently fill in the reception and reservation checklists.Confirmation of all booked appointments.Control entry into all areas by restricting all unauthorized individuals.Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.Ensure all members go through all communication plans and the steps of the member journey effectively to maximize results and keep them engaged.Experiences & QualificationsUniversity Diploma or Bachelor's.Minimum of 2 years' experience required within guest service or customer care in fitness or wellness (hospitality).Available to work flexible hours.Customer-centric with a high level of enthusiasm and a positive attitude.

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Guest Relations Officer

Job details

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Hiring company

Confidential

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