Guest Relations Officer

Overview

Core Guest Relations is the face of CORE, the role encompasses reception, reservation, and hosting as well as administrative duties, and competent use of the CRM and booking system. Achieve 80% members satisfaction, solve any problem with 24hr, if with 3rd parties 48hr lead time, ensuring that we as a business deliver our vision and reach our financial targets. Ensure all guests are served and cared for through efficient and smooth operation of the reception, telephones, and hosting. Focused on service excellence as per company guidelines, Guest Relations are the CORE ambassadors and it is an essential part in making everyone feel welcome, valued, comfortable and deliver an exceptional customer experience.

Job Responsibilities:

• All members to be greeted professionally, treated equally, receive exceptional and consistent service, feel valued and comfortable in their environment.
• Holds a positive attitude towards all members and is resourceful in finding resolutions and supporting queries.
• Proactively collect feedback from members, document and share it. Ensure the correct action is taken to handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Proactively engage people in exercise and activity is at the heart of everything you do.
• Brand awareness creation, always go the extra mile to engage members.
• Attend all members calls and identify and assess members needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication with members and the CORE team.
• Build a value for money culture amongst members and the CORE team.
• Customer education about the standards, rules, and regulation inside the club.
• “Be Backs” and prospect management is consistently followed up within 48 hours.
• Calls are delivered according to the SOP, with energy and enthusiasm.
• Membership administration is carried out efficiently and with attention to detail.
• Participation in all marketing and community building activities
• Well presented, courteous and proactive in his/her duties.
• Good understanding of CRM and booking system.
• Have a full understanding of CORE products and processes.
• Have a full understanding of the department structure and polices.
• Details of all prospects to be promptly submitted to the system and to the prospects file with 100% accuracy, keeping the confidentiality of the members’ data.
• Have a thorough understanding of the membership tiers, payment options, polices and terms & conditions.
• Maintain daily operations including opening, operating, and closing procedures. Consistently fill in the reception and reservation checklists.
• Confirmation of all booked appointments.
• Control entry into all areas by restricting all unauthorized individuals.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions are taken.
• Ensure all members go through all communication plans and the steps of the member journey effectively to maximize the results and keep them engaged.

Experiences & Qualifications

• University Diploma or Bachelor’s
• Minimum of 2 years’ experience required within guest service or customer care in fitness or wellness (hospitality).
• Available to work flexible hours.
• Customer centric with a high level of enthusiasm and a positive attitude.