Guest Service Ambassador

Job Detail

Position Summary

We are seeking a Guest Service Ambassador to ensure an exceptional and memorable guest experience. The role involves managing guest feedback, resolving complaints, collecting arrivals feedback, and driving positive online reviews. The successful candidate will actively engage with guests, support service improvement through reporting and analysis, and ensure adherence to hotel SOPs, standards, and Health & Safety policies.

Responsibilities

Ensure guests have a pleasant and comfortable stay throughout
Manage guests’ experience by making sure all complaints are reported and sorted to achieve guests’ satisfaction.
Develop an efficient image by constantly interacting with guests
Responsible for 100% reviews, Generation, and Management.
Meet all day in arrivals (100%) and collect feedback-KPI
Following up on negative feedback from dissatisfied guests, both during and post-stay
Liable for any negative feedback on review channels.
Analysing guests’ feedback and providing strategic direction to improve the overall rating continuously.
Prepare daily, weekly, and monthly reports on reviews and feedback
Must be present in the hotel guest areas and should maintain proper decorum at all times
Adhere to the Hotel’s standards and SOPs for guest services at all times, ensuring a high level of quality service.
Adhere to the hotel’s Health and Safety policies and procedures
General office duties as assigned by the GSM

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