Guest Relations Manager responsibilities
- Ensuring and providing flawless, upscale, professional and high class guest service experiences
- Analyzing customer feedback and providing strategic direction to continuously improve overall rating
- Responding to guests needs and anticipating their unstated ones
Guest Relations Manager Job Description Template
Job Brief
We are looking for a Guest Relations Manager to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel.
Responsibilities
- Provide upscale guest service experiences for clients throughout their stay
- Ensure clients are properly greeted upon their arrival
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Coordinate luggage collection and storage
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Promptly address guests’ requests, like in-room dining
- Actively listen to and resolve complaints
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Inform clients of our hotel services, including breakfast and dining options
- Promote all hotel amenities, conveniences and programs offered
- Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
- Appraise team’s performance and produce regular reports
- Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel clients
Requirements
- Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
- Understanding of all hotel management best practices and relevant laws
- Hands-on experience with Hotel Management software (PMS)
- Proficiency in English; knowledge of other languages is a plus
- Customer service drive with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills
- Leadership skills along with the ability to motivate a team into high performance
- Ability to work flexible hours
- Strong sense of responsibility and a professional presentation
- BSc degree in Hospitality Management, Tourism, Business Administration or relevant field
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