About Company
Sandals Ochi Beach Resort, an award-winning Luxury Included® resort, is nestled on the beautiful shores of Ocho Rios, Jamaica. As part of the globally renowned Sandals Resorts International family, we are dedicated to providing an unparalleled luxury vacation experience where every detail is taken care of. Our vibrant resort boasts a unique blend of sophisticated elegance and lively entertainment, offering guests everything from pristine beaches and exquisite dining to world-class spas and exhilarating water sports. We pride ourselves on our commitment to exceptional service, fostering a welcoming and inclusive environment for both our cherished guests and our dedicated team members. Join us in continuing our legacy of creating unforgettable memories in paradise, where your passion for hospitality can truly shine.
Job Description
Are you an enthusiastic, guest-focused individual with a passion for delivering exceptional service in a luxurious setting? Sandals Ochi Beach Resort is seeking a dynamic Customer Relations Officer to join our esteemed Front Desk team. In this pivotal role, you will be the welcoming face of our resort, the first point of contact for our valued guests, and a crucial ambassador for the Sandals brand. You will be instrumental in ensuring every guest enjoys a seamless, memorable, and truly Luxury Included® experience from arrival to departure. This role demands a blend of impeccable communication skills, proactive problem-solving abilities, and a genuine desire to go above and beyond for our guests. You will manage check-ins and check-outs efficiently, handling guest registration, room assignments, and processing payments with utmost accuracy and discretion. Providing comprehensive information about resort services, amenities, and local attractions will be a daily task, requiring up-to-date knowledge and an engaging delivery. Furthermore, you will be responsible for addressing guest inquiries, special requests, and any concerns with grace and efficiency, striving for timely and effective resolution to uphold our high standards of guest satisfaction. Beyond transactional duties, you will play a vital role in building rapport with guests, anticipating their needs, and creating personalized interactions that leave a lasting positive impression. Your ability to multitask, maintain composure under pressure, and collaborate effectively with other resort departments will be key to your success. If you thrive in a fast-paced, high-energy environment and are committed to upholding the highest standards of hospitality, we invite you to embark on a rewarding career journey with us, where your dedication to service excellence will be celebrated and rewarded as you contribute to crafting unforgettable moments for our guests in paradise.
Key Responsibilities
- Warmly greet and welcome all guests upon arrival, ensuring a seamless check-in process.
- Efficiently manage guest check-ins and check-outs, handling registration, room assignments, and billing with accuracy.
- Provide comprehensive information regarding resort facilities, services, activities, and local attractions.
- Respond to guest inquiries, requests, and concerns promptly and courteously, ensuring timely and effective resolution.
- Process reservations, modifications, and cancellations with precision.
- Maintain accurate guest records and profiles, ensuring confidentiality and data integrity.
- Handle guest feedback, including complaints and compliments, escalating complex issues to management when necessary.
- Assist guests with luggage handling, transportation arrangements, and other personalized services.
- Collaborate effectively with other departments (Housekeeping, Concierge, Food & Beverage) to ensure guest satisfaction.
- Promote resort amenities, special offers, and loyalty programs to enhance the guest experience.
- Operate the telephone switchboard, directing calls and taking messages accurately.
- Process payments, maintain a balanced cash drawer, and reconcile daily transactions.
- Uphold Sandals’ brand standards of service excellence, professionalism, and guest satisfaction at all times.
Required Skills
- Exceptional verbal and written communication skills in English.
- Proven customer service and interpersonal skills with a guest-centric approach.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in front office software and Microsoft Office Suite.
- Ability to work effectively in a fast-paced, high-pressure environment.
- Excellent organizational skills and attention to detail.
- Ability to work flexible hours, including weekends, holidays, and rotating shifts.
- A positive attitude and professional demeanor.
Preferred Qualifications
- Associate's or Bachelor's degree/diploma in Hospitality Management, Tourism, or a related field.
- Minimum of 2 years of experience in a front desk or guest relations role, preferably within a luxury resort or hotel.
- Proficiency in additional languages (e.g., Spanish, French, German) is a significant advantage.
- Knowledge of local attractions and culture in Ocho Rios, Jamaica.
- Experience with Property Management Systems (PMS) such as Opera or Fidelio.
Perks & Benefits
- Competitive salary and service charge.
- Comprehensive health, dental, and life insurance benefits.
- Opportunities for career growth and professional development within Sandals Resorts International.
- Access to world-class training programs.
- Complimentary meals on duty.
- Team member discounts on resort stays and services.
- Vibrant and supportive work environment.
- Participation in employee recognition programs.
- Relocation assistance (if applicable and eligible).
How to Apply
Ready to begin your journey with a leader in luxury hospitality? We invite qualified candidates to apply by clicking the link below. Please ensure your application highlights your experience and passion for delivering unparalleled guest service. We look forward to reviewing your application and potentially welcoming you to the Sandals Ochi Beach Resort family!