Guest Relations Manager

รายละเอียดงาน

• Lead and oversee Guest Relations operations to ensure a warm, personalized, and seamless guest experience. • Welcome, meet, and build strong relationships with VIP, returning, and special occasion guests. • Handle guest feedback, complaints, and service recovery professionally and effectively. • Anticipate guest needs and proactively follow up on special requests, preferences, and arrangements. • Work closely with Front Office, Concierge, F&B, Housekeeping, and other departments to ensure seamless guest service. • Maintain and update guest profiles, preferences, and guest history in Opera and relevant systems. • Develop and implement MASON Creator Services and guest experience initiatives that create memorable stays. • Monitor guest satisfaction, online reviews, and feedback to identify opportunities for continuous improvement. • Coach and support the Guest Relations team to maintain high service standards and professional guest engagement. • Support VIP arrivals, special events, celebrations, and personalized guest experiences. • Promote relevant hotel facilities and services while identifying appropriate upselling opportunities. • Prepare guest feedback, incident, and service recovery reports and communicate key issues to management.

คุณสมบัติผู้สมัคร

• Bachelor’s degree in Hotel Management, Hospitality, Business Administration, or a related field. • Minimum 3–5 years of experience in Guest Relations, Front Office, or Guest Experience, preferably in a 4–5 star hotel. • Previous experience in a supervisory or managerial position is preferred. • Excellent command of spoken and written English; additional languages are an advantage. • Strong communication, interpersonal, and guest-handling skills. • Excellent problem-solving and service recovery skills. • Strong leadership skills with the ability to coach and motivate a team. • Passionate about creating personalized and memorable guest experiences. • Good knowledge of Opera PMS and hotel operations. • Professional appearance, positive attitude, and confident personality. • Proactive, detail-oriented, and able to work well under pressure. • Able to work shifts, weekends, and public holidays.

สวัสดิการ

• ประกันสังคม

• วันหยุดประจำปี

• วันหยุดนักขัตฤกษ์

• ลาป่วย

• ลากิจ

• ประกันสุขภาพกลุ่ม

• ประกันอุบัติเหตุกลุ่ม

• ตรวจสุขภาพประจำปี

• กองทุนสำรองเลี้ยงชีพ

• โบนัสประจำปี

• ค่ากะ

• อาหารพนักงาน

• เครื่องแบบพนักงาน

• Training & Development

• ส่วนลดพนักงาน (F&B/Room)

• Fitness/Gym