The posting
1. Issue Resolution & Resolution Center
– Run the resolution center daily. Every case gets fast, deep attention and is worked strictly in priority order.
– Track every open case through to closure — nothing left hanging — and ensure resolution within target time.
– Back up agents on complex escalations and sensitive situations, stepping in personally when the case calls for it.
– Own the tone and quality of every resolution so guests leave a problem more satisfied, not less.
2. On-Ground Guest Handling
– Visit and personally handle angry or upset guests to de-escalate and recover the stay.
– Personally receive and manage VIP and high-priority guests, ensuring a tailored, high-touch experience.
– Be the senior face of Saray in the field whenever a situation requires it.
3. Team Leadership & Coverage
– Lead, train, and manage the Guest Relations Agents; set daily priorities and ensure full shift coverage.
– Own the morning main shift — the core operating window of the department.
– Substitute for the agent during phone calls and rush hours so coverage never drops.
– Cover absences, emergencies, and holidays. Personally work one morning shift per week to stay close to the ground.
4. Department Performance & Accountability
– Hold full accountability for Guest Relations department performance across all shifts.
– Track KPIs, review individual and team output, coach, give feedback, and close performance gaps.
– Develop agents' skills over time to keep raising both service quality and commercial results.
5. Inquiry Conversion
– Own the conversion of inquiries into bookings — both the conversion rate and the quality of that conversion.
– Monitor response speed, follow-up discipline, and the substance of guest communication.
– Identify where inquiries are being lost and fix the underlying pattern, not just the individual case.
6. Full Guest Journey
– Make sure Guest Relations is delivered across the entire guest journey:
· Before stay — pre-arrival communication and upselling.
· During stay — responsiveness, issue handling, and in-stay upsells.
· After stay — follow-up, feedback capture, and the loyalty program.
– Keep the experience consistent and personalized at every touchpoint.
7. Upselling
– Own upselling as a function and continuously improve it.
– Coordinate with the backend and all other parties involved in the upselling flow.
– Set upsell targets and the commission structure, and track performance against them.
– Keep every offer value-driven and experiential so it lifts the guest experience rather than cheapening it.
8. Operations Coordination
– Keep Guest Relations and Operations aligned in real time on unit readiness, schedules, and special requests.
– Ensure the expectations GR sets with guests match what Operations can actually deliver on the ground.
– Track reservations cancelled due to operations failure, log them, and push them back to Operations for correction.
9. Unit-Level Review Management
– Track each unit's review rate individually.
– Flag units that are underperforming on reviews or need special guest-handling.
– Apply targeted handling to those units' guests to prevent bad reviews tied to that specific unit.
– Protect and continuously improve the overall review score across the portfolio.
10. Brand Standards
– Act as the guardian of Saray's guest-facing standard.
– Hold the team to consistent language, behavior, appearance, and on-ground interaction.
– Ensure every guest touchpoint reflects the brand.
Requirements
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 2–4 years of experience in guest relations, front office, or hospitality operations, with at least 1 year in a leadership/supervisory role.
- Proven track record in conflict resolution, de-escalation, and high-touch guest handling.
- Strong sales orientation with experience in inquiry conversion and upselling strategies.
- Exceptional communication, leadership, and crisis-management skills.
