Guest relations

Responsibilities

Guest Relations Manager responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will also make sure our front-desk staff, including Receptionists and Concierges, offer stellar customer service and provide memorable hospitality experiences for our guests.  


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 and skills
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