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.
Description
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.