AddressDepartment:
Front Office
Reports To:
Managing Director / Partners
Team Members Reporting To This Role:
Front Office Staff, Security Staff, Appointed MSW, Team Members for Guest Activities, "The Machan Experiences" duties.
Position Summary:
The Guest Service Specialist plays a pivotal role in ensuring an exceptional guest experience at Machan Resorts LLP. This role encompasses a wide range of responsibilities, from front office operations to guest activities and experiences.
Key Responsibilities:
Front Office Management:
- Oversee the efficient operation of the front office department.
- Ensure staff well-being and address any concerns.
- Manage duty allocations, breaks, and shift rotations.
- Implement training programs and ensure adherence to processes.
- Recognize outstanding performance and address any issues promptly.
- Oversee smooth check-in and check-out processes.
- Collect and analyze guest feedback, including online reviews, and implement improvements.
- Build and maintain professional relationships with all in-house guests.
Safety and Security:
- Implement and monitor safety and security protocols for guests and staff.
- Ensure security arrangements align with vendor agreements.
- Oversee security staff, ensuring adherence to duty requirements.
- Collaborate with contractors to ensure the provision of qualified security personnel.
Guest Activities:
- Develop, introduce, and manage guest activities tailored to the length of stay.
- Prioritize key activities based on guest preferences and stay duration.
- Implement tracking systems to ensure guests are informed about available activities.
- Maintain and monitor inventory for activity-related items.
- Optimize current activities such as Forest Bathing, Nature Trails, Yoga, Soccer, Table Tennis, Hill Trekking, etc.
Guest Experiences:
- Design and implement unique experiences that enhance the emotional connection of guests throughout their stay.
- Manage prime experiences like Bon Fire, Private Dining, Wish Lanterns, and Forest Bathing.
- Oversee special experiences such as guest interactions, welcome rituals, fond farewell experiences, and special room arrangements.
- Promote a culture of surprising and delighting guests across departments through training and encouragement.
Quality Assurance and Audits:
- Ensure all Guest Service processes are implemented and regularly audited.
- Share audit results with relevant department heads and track action plans until processes are improved.
Qualifications and Skills:
- Proven experience in Guest Services or a related role in the hospitality industry.
- Strong interpersonal and communication skills.
- Ability to multitask and prioritize tasks based on urgency and importance.
- Familiarity with safety and security protocols in the hospitality sector.
- Innovative mindset with a focus on enhancing guest experiences.
How to Apply:
If you are a dynamic leader with a keen eye for detail and a passion for excellence, we would love to hear from you. Please send your updated resume to hr@themachan.com.
We look forward to the possibility of welcoming you to our dedicated team at Machan Resorts LLP.
