GRO

The Guest Relation Officer is the face of the organization, responsible for ensuring a positive guest experience by providing exceptional service, addressing guest needs and complaints, and maintaining a welcoming atmosphere. This role requires excellent communication skills, a friendly and professional demeanor, and a proactive approach to problem-solving.

Ensure the smooth running of the guest relations department, where all aspects of the guest journey and experience are delivered to the highest level, ensuring both property and company standards are attained and adhered to.

Working proactively to maximize guest satisfaction and comfort, delivering a positive and responsive approach to enquiries and problem resolution.

Develops and implements strategies where key guest relations metrics are identified, communicated and delivered where reports and tracking tools are effectively maintained in line with defined initiatives & targets.

Effectively manages the life cycle of the team within the department, fostering a culture of growth, development and performance whilst reflecting promoting the company culture and values.

Prepares and is responsible for the departmental budget, ensuring that costs and departmental inventory is controlled and that target productivity and performance levels are attained

Build and maintain effective working relationships with all key stakeholders and partners both internal and external ensuring all communications/activities are controlled and undertaken in a timely manner.

Establish and deliver an effective planned guest engagement programme, including environmental and conservation matters, which may include working with internal and external stakeholders on adhoc projects.

Ensures adherence to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required

• Diploma in Hospitality Management
• 3year of experience in front office
• Proven experience in customer service or front desk roles (preferably in the hospitality industry).
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a professional appearance.
• Ability to handle difficult situations with patience, tact, and diplomacy.
• Familiarity with reservation systems (e.g., Opera) is a plus.
• Flexibility and a positive, Yes I Can Attitude
• Willingness to work in shifts, including weekends and holidays.

https://radissoncareers.com/job/guest-relations-officer-in-livingstone-zambia-jid-32237