1. To develop and maintain positive guest relations and address any guest concerns in a proactive and timely manner adhering to company standards. 2. Communicate with guests to acknowledge receipt of requests and provide updates on a regular basis or when agreed. 3. Ensure the highest level of service is delivered when responding to guest enquiries. 4. Consistently provide accurate and satisfactory solutions to guest complaints. 5. Recommend solutions to improve effectiveness in the area of service delivery to the Business Development Manager / Managing Director. 6. Subject to approval verify the implementation of such solutions and monitor their effectiveness 7. Uphold the image and reputation of the company at all times.