Guest Relation

Responsibilities

· Demonstrates Banyan Tree’s brand service standards in all guest interactions.

· Escort guests and provide a brief orientation to the hotel’s facilities and services.

· Offer tailored recommendations based on guest preferences, such as dining, activities, and spa services.

· Maintain open communication with guests, ensuring all questions are answered and concerns addressed.

· Address guest inquiries or complaints in a timely, professional manner and resolve any issues to the guest’s satisfaction.

· Liaise with other departments (Housekeeping, Concierge, Spa, etc.) to ensure that any guest requests are fulfilled.

· Manage Accor enrolments and encourage guest enrolment to meet targets.

· Stay updated on all resort services, amenities, activities, and promotions to offer accurate and up-to-date information to guests.

· Maintain knowledge of local attractions and events to share with guests.

· Conduct courtesy calls to in-house guests and maintain records.

· Perform daily credit limit checks for in-house guests.

· Stay updated on hotel information and local services, including hours of operation, promotions, events, and attractions.

· Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.

Abilities/Key Competencies/Skills

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself

· Positive Orientation

· Operational Decision Making

· Self-Development & Management

Leading Others

· Developing an Empowered Team

· Leading an Engaged and Diverse Team

· Communication

Leading the Business

· Advocating Guest Passion

· Business Planning and Analysis

· Business Improvement and Change

Experience/Certificates/Education

· 2 years minimum experience in a similar capacity within a luxury hospitality environment.

· Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills.

· Proficient in English language (verbal & written), Russian language proficiency is an asset.

· Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.

· Must be flexible in terms of working hours.

· A hospitality diploma is an asset.

· Computer literacy in Windows, MS Office Suite, and Opera PMS systems is recommended.

· Must have the ability to handle cash effectively and accurately.

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.