Guest Relations Manager 15J25

The Guest Relations Manager is a pivotal role within our hospitality operations, dedicated to ensuring the highest level of guest satisfaction and overall experience. This role is geared towards individuals who are passionate about hospitality and have a keen eye for detail. The individual will oversee the guest service operations, ensuring that guests receive exceptional service from check-in to check-out. They will act as the main point of contact for guest issues, liaising with other departments to ensure swift and effective resolution of any problems that arise. The successful candidate will possess excellent communication and problem-solving skills, and display a proactive approach in enhancing guest experiences. This role demands a personable individual who can juggle multiple tasks while maintaining a friendly demeanor and high-quality service standards.

Responsibilities

• Oversee guest relations team to ensure exceptional service delivery at all times.
• Act as the face of the hotel, welcoming guests upon arrival and addressing enquiries.
• Resolve guest complaints promptly and professionally, ensuring total guest satisfaction.
• Coordinate with other hotel departments to ensure guest needs are effectively met.
• Manage guest feedback and implement changes to improve overall guest experience.
• Develop and maintain strong relationships with frequent guests and VIP customers.
• Ensure all guest interactions align with company standards and branding policies.
• Monitor guest feedback on social media and review platforms, responding as necessary.
• Train and mentor staff on guest service best practices and hotel policies.
• Organize and execute special guest events and promotions to enhance guest engagement.
• Prepare and analyze reports on guest satisfaction metrics and suggest improvements.
• Maintain a visible presence in the lobby and communal areas to greet and interact with guests.

Requirements

• Proven experience in guest relations or a high-profile customer service role.
• Strong leadership skills with an ability to manage and motivate teams effectively.
• Exceptional communication skills, both verbal and written, are essential.
• Strong problem-solving abilities with a focus on delivering positive guest outcomes.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Experience in hospitality management software and CRM systems is highly desirable.
• A bachelor’s degree in Hospitality Management or a related field is preferred.