Assistant Guest Relations Manager
Job Title: Assistant Guest Relations Manager 客服副理
Reports To: Guest Relation Association Manager.
Position Grade: Stripes
Department: Guest Relations/ Guest Services Department
Manger's Title: Guest Relations/ Guest Services Manager
Monthly Salary Range: 超過 US$1,800

Job Overview

The Assistant Guest Relations Manager is a passionate, service-driven leader with exemplary problem resolution skills. The role directly oversees the operations of the Guest Relations Desk, while ensuring the successful execution of a purposeful driven service culture. The Assistant Guest Relations Manager incorporates the latest service trends of the hospitality industry resulting in a distinctive and unparalleled service experience.

客服團隊 創造WOW體驗的魔法師

Responsibilities and Duties include (but are not limited to)
  • Fosters a positive work environment.
  • Ensures to complete guest and team satisfaction.
  • Achieve the operational goals of training, leadership, development, and recognition of individual and team performance.
  • Assists the Guest Relations Manager in continuously improving the overall ratings.
  • Be accountable for resolving all issues to the guest satisfaction while following up to ensure complete service recovery.
  • Directs, coaches, supports, supervises, and provides performance feedback for the evaluations of the Guest Relations Staff and Junior Guest Relations Officers to the Guest Relations Manager.
  • Schedules the Guest Relations Officers and Junior Guest Relations Officers in order to provide full coverage at the desk and stateroom services at all times.
  • Makes announcements over the public address system onboard, in the event the International Host/ess is not available.
  • Manages and maintains departmental finances within budgetary requirements.
  • Experience
    • Minimum 2 years' previous management experience in Front Office operations preferable.
  • Education level:
    • High school diploma or foreign equivalent is required.
    • Associates degree or foreign equivalent is preferred.
    • Degree or Diploma in Hospitality Management is an asset.
  • Specific skills & Knowledge
    • Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.
    • Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs
    • Computer literacy and computer proficiency in a Windows environment (Word, Excel, PowerPoint)
    • Ability to work effectively in a multi-tasked, fast paced environment.
    • Being comfortable working in pressure situations
    • Familiarity with hospitality industry standards
    • Ability to deal with a diverse range of people and help in resolving their issues in a calm and quiet manner
    • A customer-oriented and professional attitude
    • Outstanding communication abilities
    • Excellent organizational and time-management skills
    • Adapting to the changing conditions and keep himself/herself updated with the current knowledge in the cruise
    • Ability to operate basic office equipment, including telephones, computers and copy machines.
  • Language:
    • Ability to speak English clearly, distinctly and cordially with guests.
    • Ability to speak additional languages such as Chinese, Spanish, French, German, Italian or Portuguese preferred.
  • Personal characteristics
    • Be very self-motivated, upbeat and energetic personality
    • An outgoing personality
  • Physical abilities : Must meet all physical requirements, including the ability to participate in emergency life-saving drills and required training
  • Career Prospects:Guest Relation Assistant Manager/ Guest Relation Association Manager