1. NEEDS
1.1. Current challenges
1.1.1. High-volume property: Managing 878 rooms and diverse guest needs and expectations
1.1.2. Service quality: Maintaining consistent high service standards
1.1.3. Negative online reviews and: Addressing and preventing negative feedback
1.2. High-demand and competition
1.2.1. Experience economy: Guests seek memorable and personalized experiences instead of commodities
1.2.2. Standing out in a competitive, high-demand, luxury hotel market
1.3. Service recovery with strategic solutions
1.3.1. Handling complaints: Addressing issues before they escalate to negative reviews
1.3.2. Proactive guest engagement: Preventing dissatisfaction through anticipation and action
2. RESPONSIBILITIES
2.1. Guest relations management
2.1.1. Creating positive guest experiences at all touch points
2.1.2. Assisting with pre-arrival, arrival, and departure processes
2.2. Brand ambassador: Upholding the brand’s vision and mission
2.3. Auditing and Database management
2.3.1. Keeping records of guest interactions, feedback, and complaints
2.3.2. Ensuring accurate data for reports, strategic decisions and service improvements
2.4. Safety and security: Assissting to ensure guest and staff safe by managing safety protocols and emergency situations
2.5. Maintaining positive working environment
2.5.1. Fostering a supportive and collaborative team culture.
2.5.2. Ensuring staff adhere to service standards and are motivated
2.6. Training and development
2.6.1. Designing and delivering training programs for front-line staff
2.6.2. Educating staff on service standards, guest interaction, and complaint handling
2.6.3. Providing ongoing feedback and support to enhance staff performance
3. PROJECTED OUTCOMES
3.1. Guests
3.1.1. Enhanced guest stay experiences
3.1.2. The sense of being valued and respected
3.1.3. Better score and positive reviews on social media
3.2. Staff
3.2.1. Operational support
3.2.2. Professional development
3.2.3. Improved Team Morale
3.3. Hotel
3.3.1. Strengthened brand image (Better score and positive reviews on social media)
3.3.2. Increased satisfaction & loyalty
3.3.3. Operational efficiency
3.3.4. Increased revenue