Guest Relations Manager Job Description

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Guest Relations Manager

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

Guest Relations Manager Job Description Examples

Guest Relations Manager • Montage Hotels & Resorts and Pendry Hotel

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application...

We welcome applicants with disabilities and...

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Guest Relations Manager • Hilton Nottingham

Description

You are the Key to our success...

WELCOME TO A WORLD OF OPPORTUNITIES - No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”

With amazing training, resources and support from both m...

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Guest Relations Manager • RPCS, Inc

Reports Directly To:

Store Director, Assistant Store Director, Grocery Manager...

Directs:

Cashiers, Carry Outs, Guest Relations Associates

Pyramid Foods Team Objective:

Pyramid Foods believes in supporting our local communities and is dedicated to providing our customers and employees quality food and service at the best prices! In this friendly, flexible team environment, you will play a...

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Guest Relations Manager • MSC Cruises

JOB PURPOSEUnder the supervision of the Hotel Director, the Guest Relations Manager provides tailored concierge services to our guests and effectively manages the operation of the Guest Service team in order to exceed our guests’ expectations.KEY RESPONSIBILITIES...Manages directly and effectively the Guest Service team;; Ensures guests receive an accurate answer to their questions and an im...

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