Guest Relations Manager (225-628)

The Guest Relations Manager plays a pivotal role in ensuring that guests receive an exemplary level of service from the moment they book their stay until their departure. This role requires an individual with excellent interpersonal skills, a genuine desire to please, and the ability to handle multiple tasks simultaneously. The Guest Relations Manager will act as the face of the hotel or resort, resolving guest concerns, and fostering a welcoming and hospitable environment. By making use of exceptional communication skills and a keen understanding of guest needs, the manager ensures that every guest has a memorable experience. This position bridges various departments, including housekeeping, food service, and concierge services, to ensure seamless guest experiences and satisfaction. The ideal candidate will have experience in hospitality management and a passion for outstanding customer service.

Responsibilities

• Greet and welcome guests upon arrival with a professional and warm demeanor.
• Ensure all guests are provided with a prompt and efficient check-in process.
• Act as a liaison between guests and hotel management to resolve any complaints or disputes.
• Coordinate with housekeeping to ensure rooms are ready for guest arrivals.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Organize special requests or services for guests such as reservations and transportation.
• Monitor guest feedback and collaborate with management to improve services offered.
• Train and mentor junior staff to deliver outstanding customer service.
• Ensure compliance with health and safety regulations during guest interactions.
• Maintain accurate records of guests' preferences and special occasions for personalized service.
• Collaborate with the sales team to promote special features and packages to guests.
• Conduct regular inspections of guest areas to ensure maintenance of high standards.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Minimum of 3 years of experience in a guest relations role within a hotel.
• Exceptional communication and interpersonal skills are mandatory for this role.
• Proven ability to handle stressful situations with composure and professionalism.
• Strong organizational skills and the ability to multitask effectively.
• Proficiency in using hotel management software and front desk systems.
• Ability to work flexible hours, including weekends and holidays, as needed.