QUALIFICATIONS AND JOB DESCRIPTION
GUEST RELATIONS MANAGER (OVERSEAS MARKETS RESPONSIBLE)
JOB DESCRIPTION
- Responsible for the management of overseas markets' complaints & demand management, guest satisfaction measurement processes in accordance with the ISO 10002 Customer Satisfaction and Complaints Handling Management System,
- Communicate with the complaining party or internal/external communication in order to resolve/meet the complaints and requests that may come from guests, suppliers (hotels, shopkeepers) and 3rd parties (official institutions and organizations, close surroundings),
- Ensure the collection of guest satisfaction data in order to ensure guest satisfaction, to provide data to determine the necessary actions by reporting to the relevant authorities,
- Effectively monitor and report guest complaint rates, satisfaction levels,
- Take an active role in the continuous improvement of the service concept together with guest relations services,
- Increase the productivity of the team and lead their development,
- Coordinate the training of the team and keep their motivation at a high level,
- Plan and realize the necessary steps for the department to achieve the determined targets,
- Provide the necessary contribution for the company to achieve its goals,
- Ensure that communication with the management and other departments is maintained in a harmonious and productive manner,
QUALIFICATIONS
- BSc Degree in Hospitality Management, Tourism, Business Administration or relevant field,
- +5 years proven work experience in guest relations field and +3 years’ experience as a Guest Relations Manager or similar role,
- Competent in complaint & demand management and guest satisfaction measurement processes,
- Customer service drive with outstanding communication and active listening skills,
- Excellent problem-solving and multitasking skills,
- Have an experience in managing a large team of different nationalities
- Leadership skills along with the ability to motivate a team into high performance,
- Strong sense of responsibility and a professional presentation,
- Ability to make quick decisions,
- Able to adapt to intense work environment,
- Proficiency in English and Russian/German ; knowledge of other languages is a plus,
- Able to use MS Office applications effectively,
- No restrictions on domestic/international travel
- (For male candidates) Not related to military service
- Candidates residing in Antalya or not have any obstacle regarding residence
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