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Job Description
The Head of Guest Relations will be responsible for providing the vision and leadership, necessary to enable the design, delivery, and optimization of experiences to maintain customer loyalty, advocacy and satisfaction and improve the overall customer experience across the destination including the Arrival and Departure building, Welcome Centre, VIP Services and Experience Management.Client DetailsOur client is a globally reputed giga-project that is part of Saudi Arabias Vision 2030 scheme. They are seeking a head of guest relations who will monitor the progress towards the achievement of the Guest Relations department KPIs, set direction, and take corrective and/ or preventive actions to address any areas of under-performance or deficiencies.DescriptionEnsure that the Guest Relations department plans, and performance are within the approved budget and timescales through providing timely and accurate progress reports to the General Manager on the operational progress of the departmentConduct regular operations team meeting with all the HOD daily / weekly to discuss routine operational matters, sales targets, feedbacks, and action taken for service recovery, and also any staff issuesCollaborate with the Consultant/General Manager to obtain guidance on strategic/operational improvements in resort operations to deliver optimal customer experience and maximize revenueDevelop SOPs for ensuring consistency in delivery of customer experience across asset classes to ensure continuity of the island experienceMeasure customer satisfaction metrics, including quantitative and qualitative responsesServe as the internal leader and go to expert for all matters on sustainability and become the central point of contact for the organizations responses to questions on sustainabilityProfileStrong leadership skills and proven capability to influence cross-function teamsExcellent problem-solving skills, principled approach to understand problems and opportunities, and data-driven approach to decisions4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area10+ years of operational experience with a major hotel group and/or hotel management companyBachelors Degree in Business Administration, Hotel and Restaurant Management, or related majorJob OfferThe successful candidate for this role will be offered a competitive monthly salary, all-inclusive of basic, housing and transport allowances. It offers the candidate a chance be a part of a globally reputed giga-project in Saudi Arabia.
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