Guest Relations Team Leader Vacancy at Nungwi Beach Resort

Guest Relations Team Leader Vacancy at Nungwi Beach Resort

Guest Relations Team Leader Vacancy at Nungwi Beach Resort

Nungwi Beach Resort 

Zanzibar

Located directly on the Nungwi beach, Nungwi Beach Resort by Turaco is 75 minutes away from Abeid Amani Karume International Airport

Job Description

Job Number 24084184

Job Category: Rooms & Guest Services Operations

Location: Nungwi Beach Resort by Turaco, Nungwi Village, Zanzibar, Tanzania, United Republic of, Tanzania, United

Schedule: Full-Time

Located Remotely: No

Relocation: Yes

Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Opulent Hotel Group. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY

• Serves as the property first point of contact, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Actively handles Social media inquiries
• Maintain high visibility in public areas during peak times.
• Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
• Expect and react promptly to guests’ requirements and inquires
• Actively listen and resolve guests’ complaints
• Oversee and coordinate all arrivals and departures of VIP & Bonvoy Elite members.
• Coordinate and manage communication between guests and staff
• Promote all amenities, conveniences and programs offered
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Direct, coach and manage recreation team to ensure all standards and operating procedures are adhered to
• Handle the queries of the guests related to any procedure of the hotel efficiently.
• Manage the services for the VIP & Bonvoy Elite members such as check-out procedures, luggage handling, pick and drop services, etc efficiently.
• Supervise and coordinate the arrival and departures of the special guests and VIP guests.
• Utilize all available resources provided in GXP to tailor services accordingly
• Handle and follow through on all GXP inquiries, feedback, compliments, complaints, etc.
• Process special requests in preparation for or during the Marriott guest stay; coordinate with on-property concierges, partners, vendors, and other Associates as necessary
• Proactively collaborate with 247 associates and Bonvoy Elite Members as appropriate, ensuring all documentation is updated accordingly.
• Work closely and communicate with the DOR, FOM and HODs on all happenings and people in the Hotel during your shift.
• Handles GSS Files and respond to complaints within 72 hours
• Deliver extraordinary GSS score by promptly and accurately responding to the inquiries of our most loyal guests via phone, mail, email and GXP chat.

JOB REQUIREMENTS

• High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.
  OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

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Benefits:

• Competitive salary
• Solo accommodation within resort premises
• 1 return ticket to origin per year
• 3 meals in resort designated team restaurant
• Company SIM card
• 28 days annual leave

This company is an equal opportunity employer.

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