Head, Guest Services at ECLAT HR Consulting

Responsibilities

• Lead and manage all guest service operations, overseeing daily activities across various guest touchpoints (e.g., front desk, concierge, guest relations, call center).
• Develop and implement comprehensive guest service standards and procedures (SOPs) to ensure consistent delivery of high-quality service.
• Ensure exceptional guest satisfaction by actively monitoring feedback channels, addressing complaints promptly, and implementing proactive solutions to enhance the guest experience.
• Train, mentor, and supervise guest service teams, fostering a culture of excellence, empathy, and continuous learning.
• Conduct regular performance appraisals for guest service staff, providing constructive feedback and identifying opportunities for professional growth.
• Manage and monitor guest service budgets, optimizing resource allocation and controlling operational costs while maintaining service quality.
• Implement and oversee systems for tracking guest preferences and feedback, utilizing data to personalize services and inform strategic decisions.
• Develop and implement employee scheduling for guest service teams to ensure optimal staffing levels and efficient coverage.
• Conduct regular service audits and quality checks to ensure adherence to established standards and identify areas for improvement.
• Lead daily briefings and regular departmental meetings with guest service teams to communicate updates, reinforce standards, and motivate staff.
• Handle complex or escalated guest inquiries and complaints, ensuring professional resolution and guest recovery.
• Stay abreast of industry trends, customer service technologies, and competitor best practices to continuously innovate guest service offerings.
• Prepare detailed reports on guest satisfaction metrics, service performance, and operational efficiency for senior management.

Requirements
Education and Work Experience:

• Bachelor's Degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 5 years of progressive experience in guest service roles, with at least 2 years in a leadership or managerial capacity within a reputable hospitality or service-oriented establishment.
• Proven expertise in managing diverse guest interactions and handling service recovery.
• Strong understanding of customer relationship management (CRM) systems and guest feedback platforms.
• Exceptional leadership, communication (verbal and written), and interpersonal abilities, with a strong emphasis on empathy and active listening.
• Demonstrated financial acumen in managing departmental budgets and optimizing.

Required Competencies:

• Exceptional guest-centric mindset, with a genuine passion for service excellence.
• Strong leadership presence, capable of inspiring and motivating a diverse team.
• Highly empathetic and patient, adept at understanding and addressing guest needs and concerns.
• Excellent communication and interpersonal skills, able to build rapport and manage expectations effectively.
• Proactive problem-solver, with a calm and resourceful approach to challenges.
• Highly organized and detail-oriented, ensuring seamless guest experiences.
• Resilient and adaptable, thriving in a fast-paced, demanding environment.
• Strong decision-making abilities under pressure, with a focus on guest satisfaction and business integrity.
• Committed to continuous improvement and staying updated on service best practices.
• Professional and composed demeanor in all guest and team interactions.