An established travel institution specializing in luxury vacation packages, are looking to recruit a Head of Guest Relations for their offices in Larnaca. The ideal candidate will be responsible for handling client queries before and during their bookings. Working hours might be irregular and include weekends. If you are experienced in the hospitality industry and able to provide high quality service, apply now!
MAIN DUTIES AND RESPONSIBILITIES
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Manage Guest Relation divisions in key market locations including USA and Asia Pacific regions
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Respond to cruise related queries from Guests, Travel agents and other sources (i.e. groups and charters)
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Conduct briefings of GSA and field sales personnel on product delivery and ship characteristics
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Ensure booking data and required forms are accurately recorded in Cruise Reservation System (CRS)
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Chase for missing information and generates booking reports for ship upload
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Provide phone and messaging support for incoming guests (pre-embarkation)
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Ship support for booking issues, upgrades and complaint handling
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Support ship with future booking requests
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Support lost luggage, lost items and emergency disembarkations
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Distribute link for questionnaire completion and photo/video content
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Prepare lists of Guests that should receive compensations, discounts, promotions, etc
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Maintain accurate data and files related to Guest Relations compensation, future cruise credits, discounts and other forms of consideration applied to guests/bookings
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Generate reports based on Questionnaire feedback and recommends improvement areas
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Enter relevant comments and export Guest feedback results into CRM system
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Manage the development, administration, and coordination of the Loyalty program
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Manage Guest Relations KPIs and provides timely reporting of metrics
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Prepare evaluations and correspondence for Guest Relations cases
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Maintain current proficiency of company Products, Policies and Procedures.
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Provide general support and assistance with projects as requested by Management
CANDIDATE PROFILE
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Previous guest relations management experience
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Extreme flexibility in work schedule with willingness and ability to work hours as required to manage operation, including weekends
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Able to perform effectively despite sudden deadlines and changing priorities
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Capable of displaying a high degree of tact and diplomacy
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Must be able to communicate in writing and verbally with professionalism, credibility and confidence
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Strong ability to manage difficult conversations and interactions, to create a balanced resolution to issues/problems, defusing emotion, while maintaining empathy for the overall situation
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Ability to manage self and department to the company Vision, Mission and Values consistently
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Must be a team player that can take direction and/or work independently as required, in addition to supporting policies, procedures and team members.
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Proficient with PCs, including Microsoft Office applications. Will be required to gain expert knowledge of company CRS, CRM and Loopon systems.
COMPANY BENEFITS
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Eleni Kyriakou, eleni@grsrecruitment.com quoting the above job reference or call
+357 25 342 720 for further information.