Guest Relations Manager 18F26

A Guest Relations Manager is a key player in providing excellent customer service and ensuring a memorable experience for guests at a hospitality establishment. This role involves supervising the guest services team, resolving issues, and acting as the main point of contact for guests throughout their stay. The Guest Relations Manager is responsible for enhancing the guests' satisfaction from the moment they walk through the door until they leave, ensuring that all their needs are met promptly and efficiently. With a focus on service quality and guest expectations, this person will implement procedures and strategies that will elevate the profile of the establishment and leave a lasting impression on guests.

Responsibilities

• Coordinate and oversee guest services, ensuring exceptional hospitality standards at all times.
• Develop and maintain relationships with regular guests to foster loyalty and repeat business.
• Handle guest complaints and resolve issues promptly to ensure guest satisfaction.
• Create guest itineraries and ensure personalized service tailored to the needs of each guest.
• Liaise with housekeeping and maintenance departments to address guest-related issues expediently.
• Train, mentor, and manage guest service team members to provide high-quality service.
• Monitor guest feedback and reviews to implement improvements in service delivery.
• Prepare and manage budgets related to guest services, reducing costs without compromising quality.
• Ensure compliance with health and safety regulations related to the guest services department.
• Oversee check-ins and check-outs, ensuring a seamless experience for guests.
• Organize and coordinate special events or occasions to enhance guest experiences.
• Work closely with the marketing team to promote guest services and new offerings.

Requirements

• Bachelor’s degree in Hospitality Management or relevant field is preferred.
• Proven experience in guest services or hospitality management roles.
• Strong leadership skills with the ability to manage and motivate a team.
• Excellent communication and interpersonal skills for managing guest interactions.
• Problem-solving abilities with a proactive approach to guest satisfaction.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Familiarity with hospitality management software and guest management systems.