Guest Relations Manager Job Description Template

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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

What does Guest Relations Manager do?

A Guest Relations Manager typically handles various tasks on a day-to-day basis to ensure guest satisfaction and smooth operations. Some common responsibilities include:

  1. Handling guest inquiries and requests: Responding to inquiries and requests from guests, whether in person, over the phone, or via email. This may involve taking reservations, providing information about the hotel or services, and addressing any concerns or issues raised by guests.

  2. Managing guest feedback: Monitoring guest reviews and feedback on platforms such as online review sites and social media. Addressing any negative feedback or complaints promptly and professionally, and ensuring that positive feedback is acknowledged and shared with the team.

  3. Handling guest arrivals and departures: Welcoming guests upon arrival, assisting with check-in procedures, and ensuring a smooth departure process. This may include coordinating luggage handling, arranging transportation, and providing information about hotel services and amenities.

  4. Resolving guest issues: Proactively identifying and resolving any guest issues or complaints that may arise during their stay. This may involve coordinating with other departments to address maintenance, cleanliness, or service-related issues in a timely manner.

  5. Building guest relationships: Developing and maintaining positive relationships with guests. This can involve engaging in personalized interactions, remembering guest preferences, and providing recommendations or assistance with local attractions, dining, and entertainment options.

  6. Coordinating special requests: Assisting guests with special requests, such as arranging for special occasion celebrations, room upgrades, or additional amenities. Collaborating with other departments to ensure these requests are fulfilled efficiently and to the guest's satisfaction.

  7. Handling VIP guests: Providing personalized service and attention to VIP or high-profile guests. This may include coordinating special arrangements, ensuring privacy and security, and meeting any specific needs or preferences.

  8. Training and supervising staff: Providing guidance and training to front office staff to ensure they deliver excellent customer service. This may involve conducting regular training sessions, setting service standards, and addressing any staff performance issues.

Overall, the role of a Guest Relations Manager is to ensure that guests have a positive experience throughout their stay, address any concerns or issues promptly, and build lasting relationships with guests to encourage repeat visits and positive word-of-mouth recommendations.

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