Overview
Job Title: Guest Relations Officer (GRO)
Job Department: Front Office Department
Answers to (Reports to): Front Office Manager
Work location: Dar es Salaam
Ramada Resort
The Position Overview:
Guest Relations Officer (GRO) is responsible for ensuring that guests have a pleasant and memorable stay. The GRO’s major responsibility is to give individualized service, resolve client concerns, and ensure that all visitor encounters are handled with the highest care and attention, thereby contributing to a positive guest experience.
The key responsibilities:
Provide upscale guest services:
- To provide a luxurious and seamless experience for guests during their stay, ensuring that expectations are not just met but exceeded at all touchpoints.
- Make focus on offering personalized services that are tailored to each guest’s specific needs and preferences, resulting in a unique and unforgettable experience.
The Greeting and Check-in Coordination:
- Greet guests warmly upon arrival to provide a friendly and professional first impression.
- To efficiently manage visitor check-ins, ensuring that rooms are ready and that guests are quickly taken to their allotted lodgings.
Room Preparation and Reservation Monitoring:
- To oversee the daily booking calendar and ensure that all rooms are fully prepared before customers arrive.
- To coordinate with the housekeeping and maintenance crews to rectify any concerns prior to check-in to ensure guest pleasure.
Luggage Collection and Storage:
- To arrange for luggage pickup, storage, and delivery to guest rooms on arrival and departure, providing smooth transitions and convenience for guests.
Check-In/Check-Out Oversight:
- To supervise the check-in and check-out operations, ensuring that all reservations, guest information, and financial transactions are handled efficiently and correctly.
Responding to guest requests:
- Respond promptly to any guest requests, such as in-room meals, special services, or other needs, and ensure that all requests are met to the greatest degree.
Complaint Management:
- An actively listen to visitor complaints or issues and attempt to resolve them as quickly and efficiently as possible, with the goal of turning unpleasant experiences into great outcomes.
- To ensure that all complaints are addressed with care, and that guest pleasure is always paramount.
Specialized Guest Services:
- To provide personalized services to special guests, such as those with disabilities, the elderly, youngsters, and VIPs, ensuring that their specific requirements are addressed.
- Plan any necessary accommodations or assistance to improve their experience.
Facilitate communication between guests and staff.
- To maintain clear and effective communication between guests and hotel staff, ensuring that all requests and concerns are accurately conveyed.
- Make follow up with guests to ensure that their complaints are addressed promptly and that their experience is excellent during their stay.
Guest Information and Promotions:
- To ensure that guests are aware of hotel services, facilities, and food options at check-in and throughout their stay.
- An actively promote hotel features, programs, and any unique deals that can improve the guest experience.
Performance Reporting:
- A regularly evaluate the team’s performance, creating reports on visitor satisfaction, service compliance, and any areas for improvement.
- To provide constructive criticism and take action based on performance ratings.
Cross-departmental coordination:
- To collaborate with Housekeeping, Wait Staff, and other departments to ensure that all areas of the guest experience are carried out smoothly and to the highest standard.
- Serve as a liaison between departments to answer visitor needs and guarantee efficient and consistent service delivery.
Customer Feedback Analysis:
- Examine input from guestbooks, online reviews, and surveys to discover areas for improvement and potential service enhancements.
- To continually increase guest happiness, provide management with actionable insights and recommendations based on consumer feedback.
Local recommendations and concierge services:
- Provide local recommendations for tourist attractions, dining, shopping, and activities based on guest preferences, thereby improving their overall experience and making their stay more pleasant.
Developing Relationships with Regular Guests:
- Create and sustain warm, individualized connections with regular guests, making them feel appreciated and recognized every time they come.
- To track guest preferences and demands so that you may provide bespoke services and personalized experiences that increase guest loyalty.
The Skills and Qualifications:
- A proven experience as a Guest Relations Officer or other customer-facing position, preferably in the hospitality industry.
- An excellent Communication and Interpersonal Skills: Effective interaction with visitors and team members requires strong verbal and written communication skills.
- A strong problem-solving skills: The ability to resolve guest complaints or problems swiftly and efficiently.
- Professional Appearance and Demeanor: Always present the hotel in a polished, professional manner.
- Multitasking: The ability to operate under pressure while managing numerous tasks in a fast-paced atmosphere.
- Fluency in written and spoken English is required.
- Basic computer skills include knowledge of office applications and hotel management systems.
Education:
- Degree or certification in Hospitality Management, Hotel Management, or a related subject is preferable, but not necessary.
Mode of application:
The interested candidates for any of the roles listed above should submit an application letter, a full copy of their resume, and the names and contact information (email addresses and phone numbers) of three references. The candidate must explicitly specify the title of the post applied for (as it appears in the advertisement) in the email’s heading. Applications should be submitted to the Human Resources email address, hr@ramadaresortdar.com
