Aktuelle Jobs im Zusammenhang mit Guest Relations Director - Genf, Genf - rolesngoals - jobboard
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Guest Relations Director
vor 2 Monaten
We are seeking a highly skilled and experienced Guest Relations Director to lead our Guest Relations Department. As a key member of our team, you will be responsible for ensuring that our guests receive exceptional customer service and that any issues are promptly resolved.
Key Responsibilities- Lead the Guest Service Team: Supervise the entire operations of the Guest Service Team and ensure total guest satisfaction by guaranteeing guests are offered a personalized service.
- Supervise Key Team Members: Supervise the Front Desk Manager, Guest Feedback Manager, MSC Foundation Representative, and Event Coordinator, as well as oversee all bell boys, Guest Service Agents, and International Hostesses.
- Analyze Operational Challenges: Ensure guests have a positive experience onboard by analyzing operational challenges and guest issues, performing root cause investigations.
- Monitor Feedback Analysis: Supervise the feedback analysis of the Guest Service Department in Medallia.
- Ensure Service Standards: Ensure that all service standards are met, standard operating procedures are followed, and systems and equipment are in good condition.
- Develop Staff: Ensure that staff receive the proper training, provide final evaluations, and suggest internal promotions.
- Delegate Administrative Duties: Effectively delegate administrative duties to the team, ensuring this frees themselves for building meaningful relationships with other departments to enable prompt and effective guest resolutions.
- Passion for Customer Service: Passion for customer service and guest satisfaction.
- Experience in Customer Service Management: 5 years or more in a customer service managerial position in the cruise industry or luxury hotels.
- Education and Certifications: Bachelor's in hospitality or at least 5 years in shipboard experience in a front of house position managing a team.
- Language Skills: Full understanding of the NPS metric and able to demonstrate constant growth in previous employments. The ability to speak, read, and write in English (C1) as it is the working and safety language of the Company. The ability to speak, read, and write in any other major language (Italian, German, Spanish, Portuguese, French, Russian, Chinese, etc.) is considered a major advantage.
