Head - Bookings and Guest Relations
Head - Bookings and Guest Relations
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Job Description
Head of Bookings and Guest Relations
Location: RA Puram
Reports to: Managing Partner
Job Overview:
The Head of Bookings and Guest Relations is responsible for overseeing the entire guest booking process ensuring a seamless experience for all customers from initial contact through post-visit follow-up. This role will involve managing and optimizing booking systems leading the guest relations team and ensuring high levels of customer satisfaction.
Key Responsibilities:
1. Booking Management:
Oversee the booking process for all types of event reservations.
Ensure the efficient use of booking systems and manage the team responsible for reservations.
Develop and implement strategies to increase utlization and meet revenue targets.
Monitor and maintain an accurate up-to-date booking system minimizing errors and maximizing booking efficiency.
Handle high-priority and VIP bookings ensuring a personalized experience.
2. Guest Relations:
Lead the guest relations team in providing a high standard of service ensuring all guest inquiries concerns and special requests are handled promptly and professionally.
Develop guest engagement strategies to enhance guest loyalty and encourage repeat bookings.
Handle escalated guest complaints and feedback providing solutions and fostering positive relationships.
Ensure that all guests receive a personalized and memorable experience before during and after their event.
3. Team Leadership:
Recruit train and manage the bookings and guest relations team to ensure high performance and consistent service delivery.
Set clear objectives for the team and monitor performance providing coaching and feedback.
Ensure the team is well-versed in customer service best practices policies and operational procedures.
4. Customer Service Excellence:
Drive continuous improvement in guest satisfaction metrics regularly reviewing guest feedback and implementing corrective actions when necessary.
Develop and refine standard operating procedures (SOPs) for both bookings and guest relations ensuring a consistent guest experience.
Build relationships with regular guests and clients ensuring their preferences are known and accommodated for future visits.
5. Reporting & Analysis:
Prepare regular reports on booking guest feedback occupancy rates and revenue performance.
Analyze data to identify opportunities for improvements cost savings or new revenue streams.
Provide actionable insights to for strategic planning and operational improvements.
6. Collaboration with Other Departments:
Work closely operations teams to ensure seamless communication and coordination across all guest touchpoints.
Ensure alignment of the booking and guest relations department with the overall goals.
continuous improvement,booking systems,booking management,guest relations,reporting and analysis,standard operating procedures,customer service,collaboration,accurate, up-to-date booking,team leadership,revenue
Employment Type
Full Time
