Role Description

We are seeking a passionate, professional, and customer-focused Public Relations Manager to lead and enhance the overall guest experience. The ideal candidate will be dedicated to delivering exceptional service, resolving guest concerns efficiently, and building long-lasting customer relationships. This role requires ensuring timely and accurate responses to post-travel complaint letters in order to regain customers’ trust, strengthen customer confidence, and reinforce brand preference and loyalty.

The suitable candidate should possess the following:

Duties & Requirements:

• Ensure timely and accurate responses to post-travel complaint letters to regain customer trust, strengthen confidence, and reinforce brand loyalty.
• Maintain high standards of guest satisfaction through effective service recovery and problem resolution.
• Supervise and support the Public Relations team in delivering exceptional customer service.
• Monitor guest feedback and implement continuous service improvement initiatives.
• Coordinate with internal departments to ensure prompt resolution of guest concerns of in stays.
• Build strong relationships with guests to encourage repeat business and customer loyalty.
• Prepare reports on guest satisfaction trends and service recovery performance.
• In accordance with established policies, letters of apology in response to post-stay complaints filed by customers in the stipulated time frame attached by the company.
• Authorization of compensation following the policies and procedures established by the company.
• Attention via telephone when the complaint is presented by this means and follow through accordingly in writing.
• Obtain from the property involved all pertinent information to be able to respond accurately to all post-in stay and post travel complaints received.
• Give continuity to all complaints received through other Departments, Travel Agents, Tour Operators and/or quests.
• Attend to issues of: bad service, weather phenomena, openings, remodeling, refunds, unacknowledged charges presented by guests in general and/or submitted by guests in general and/or members with VIP and Regular Memberships submitted post-stay.
• Provide continuity for response and closure of the case for all in stays and post travel in the given response time.
• Monitoring of the guest satisfaction platform used by the company.

Experience and Qualification:

• 2 Years’ Experience in this or a similar position
• Bachelor’s Degree, Tourism Business Administration
• The ability to use Office Suite
• Knowledge of SAP System
• Knowledge of Opera would be an asset

 This is an exciting opportunity to grow your career in hospitality with a world-class resort brand. If you thrive in a fast-paced, service-driven environment, we’d love to hear from you!

NB: We thank all applicants for their interest; however, only short-listed candidates will be contacted.