Assistant Manager Guest Relation & Quality Assurance

Description:
Assistant Manager - Guest Relation & Quality Assurance incorporates the latest service trends of the hospitality industry resulting in a distinctive and unparalleled service experience. Fostering a positive work environment is key to ensuring complete guest and team satisfaction. The operational goals of training, leadership, development, and recognition of individual and team performance are paramount to the success of the overall operations. and your duties and responsibilities includes but are not limited to the following;

1.Provide Inspirational Leadership, clear vision and direction to colleagues to ensure delivery of the brand, values and vision to create an amazing experience for our members and guest. Acts as a role model for our brand's mission, service culture, and values

2.Conduct staff briefings, trainings, evaluate staff performance, counsel, and motivate departmental staff. Serve as a role model and a first point of contact for all Guest Relation Employees.

3.Always be fully aware of products, services , promotional activities pricing and policy changes, provide correct information to members, visitors and clients.

4.Maximize productivity through effective staffing, scheduling, coaching and mentoring department staff.

5.Attend to Guest requirements, concerns, complaints and resolve service glitches and keep a record of all feedbacks under the appropriate system. Ensure that the issues are resolved in a timely manner to guest's satisfaction.

6.Develop and maintain positive working relationships; support team to reach common goa; listen and respond appropriately to the operational cahllenges experienced by the frontline staff

7.Draft and Implement the Standard Operating Procedure, define systems and practices, review the existing documentation, procedure and suggest revision to enhance the administrative efficiency of the department.

8.Gather members and guest feedbacks, comments & remarks through various channels, surveys, analyze and evaluate all guest comments and feedback concerning products and services.

9.Provide findings and feedback to management through use of data analysis, identify root cause ansd work with the relevant department heads on suggestions to enhance guest experience and satisfaction.

10. Discuss special discounts, concessions with Finance Manager and ensure prior approval from the Director of Operations and document all special discounts, concessions, out of the service terms offerings and entitlement agreed with the members and guest and inform the respective hod in writing.

11. Ensure proper documentation, up to date records and files are maintained as per the set standards for all the members, guests, clients, track membership expiries and encourage renewals. Maximize additonal revenue by motivating colleagues by implementing or maintaning incentive programs.

12. Develop and maintain good PR with the existing members, guests and clients.

13. Conduct regular training regarding Guest service, Guest Orientation & service enhancement for all operational team members. Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to employees.

14. Ensure high grooming standards are maintained by team members within the parameters of the requirements.

15. Attend Internal Audits, External / Third party Audits, provide justification and adhere to the corrective action suggested by the management.

16. Prepare and submit yearly manning budget, capex, opex budgets strategies and ensure attainment of given targets under the budget guidelines.

17. Manage guest relations departmental budget to develop specific campaigns, promotions, and collateral for effective market awareness, generate revenue and meet set targets.

18. Coordinate with HR department for staff related issue, create good teamwork and motivate staff by introducing various welfare programs and activities.

19. Prepare weekly progess reports and submit periodic reports to the management, as per the stipulated schedule.

20. Ensure requirement compliance on any External/Internal audits related to ISO and Supreme Committee Standards.

Qualifications Required
1.Bachelor’s Degree in Hospitality Management, Business Administration, or related field.
2.Previous experience in Guest Relations and Quality Assurance or a related field, with proven leadership and team-supervision abilities.
3.Experience required: Minimum 5 years of experience in Hospitality industry & Proven ability to lead, train, and motivate teams to maintain high service standards.
4.Strong knowledge of customer experience standards, service quality measures, and complaint-handling procedures.

Skills required
1. Team Player.
2. Analytical thinker.
3. A confident personality that will allow the incumbent to deal with third parties. e.g. Members, Guests & Prospective Clients.
4. Self-corresponding.
5. Customer service orientation.
6. Excellent written and oral communication skills.
7. Should be able to gather data and prepare reports.
8. Should have a high level of initiative.
9. Ability to work flexible hours, including evenings, weekends and holidays if its required