Guest Services Associate

Guest Services Associate needed for 5-star luxury resort in Jamaica.

Mission Statement:

Bluefields Bay Villas provides high quality, upscale villa experiences for all of our visitors regardless of race, age, religion, or sexual preference. We aim to give all guests a strong taste of old Jamaica with classically attentive and individualized service, an authentic Jamaican appearance both inside the houses and all over the properties, and a strong mix of Jamaican foods for the international palette. Our guests expect world class service and food in a clean and well put together environment.

Chain of command:

Guest Services Associate > Guest Services Supervisor > General Manager (or Assistant) 

Summary:

The Guest Services team oversees ensuring the resorts’ guests are comfortable, well taken care of, and enjoy and experience the warm, personable service that Bluefields Bay Villas and the team are here to provide. A keen eye for detail and presentation is key in this position as this adds value to our guests experience and also ensures customer loyalty. You will exhibit a friendly and professional demeanor in all guest interactions as you document and ensure any/all issues are resolved. We are highly dependent on the Guest Services Team to ensure all guest requests and concerns are managed in a timely, efficient and effective manner, thus promoting complete guest satisfaction and trust which will keep them coming back time and time again. Product knowledge of the facilities and amenities to address guest questions and requests is also very paramount in being effective. One must have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise.

You are the face of the brand and as such you will focus on guest needs and requirements and ensure they are fulfilled. Your feedback is also necessary to assist with implementing new strategies to help improve our offerings and facilities which will undoubtedly lead to an increasing number of repeat guests. Ensuring strategies are employed aimed at increasing and ensuring exceptional service is always maintained and high standards kept. You must always play a role in the strategizing and ensuring guests are transported to and from the airports, comfortably and with care. The check in process must be smooth and a proper guest welcome is always required. This entails consulting constantly with team members of different villas ensuring all standards are always upheld.

Duties and Responsibilities:

• Ensuring and providing flawless, upscale, professional, and high-class guest service experiences

• Analyzing customer feedback and providing strategic direction to continuously improve guest experience

• Responding to guests needs and anticipating their unstated ones

• Maintain weekly pick-up schedule

• Coordinate with VIP Attractions Club Mobay access for all guests

• Visit all occupied villas every morning to check in with guests

• Schedule guest excursions

*Additional responsibilities and duties as required by the business and leadership team.