Guest Liaison Coordinator

Responsibilities:
• Activity drive Marriott Internatinal programme and ensure daily, monthly, and yearly target is being met.
• Manage all GXP functionalities and processes and ensure a full usage of the same by all direct reports.
• As a pre-arrival communication Ambassador ensure all guest are engaged prior to arrival to resort and all other departments aware of any special occasion/ preferences communicated by the guests.
• Together with direct report, take a leading role in positively representing the company with guest through reinforcing a customer focused approach to hotel operations at all times and harnessing Guest Satisfaction Survey (GSS) data is a tool measure success.
• Assist front office leaders to co-ordinate all activities, operations and running of Guest Services Center- whilst actively displaying a proactive team work.
• Supply and co-coordinating effective training to AYS team to carry duties as required. Ensure training profiles are in place and kept to date.
• Ensure quality of data is maintained within the property management system enabling accurate guest’s history and preferences.
• Run and review pre-arrival, GPS reports and ensure to keep a steady communication platform in the system for all arriving guests.
• Ensure effective channels of communication are in place maximizing the opportunities of distributing the information available and encouraging ideas and participation from tea. (GXP CHAT SOP) member, through monthly team briefing, daily morning meeting and daily operations meeting.
• Ensure that all written guest feedback concerning Front Office/ Rooms is responded to within 48 hours of receipt.
• Participate as a member of the Hotel Fire and Emergency Team as required.