Guest Relations Manager

Primary Responsibilities

• To oversee the duties of the hostess & reservations team by monitoring the expected bookings. To make sure that the guests are being welcomed and greeted in an appropriate manner and that their registration and check in procedures have been carried out in a warm and friendly manner
• Must work in collaboration with the Asst. Manager (CRM) for group reservations and assign tables in the restaurant and the lounge.
• Must use seven rooms reservations system to assign tables in the restaurant and the lounge.
• To see that the staff members are handling the special needs of the guests like providing vehicle valet service, causing minimum disturbance, making arrangements for luggage collection as well as storage, ensuring that messages for guests have been promptly conveyed, to note down the complaints of the guests, etc.
• To make sure that the guests follow the rules and regulations, to take care that the telephone calls have been handled properly, to provide additional information to the guests about the tourist spots, and to ensure that the check-out procedures of the guests are executed in a friendly manner
• To post all the relevant charges to the appropriate account, to provide the itemized bills to the guests, and make sure that they are delivered promptly and are accurate
• To generate accounts that are in accordance with the needs and ensuring adherence with the department's policies
• To maximize the sales by providing the guests with additional information regarding its products and services, and to make sure that the guests are satisfied, so that they will be tempted to visit again, thus ensuring better business
• Promote all amenities, conveniences and programs offered
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Appraise team’s performance and produce reports
• Communicate with supervisors or management on any issue related to the guests
• Handle all cases related to guest courteously and professionally
• Manage and train the Hostess team. Schedule their rosters and assign daily duties.
• Notify Operations/Lounge Manager/Executive Chef of unusual incidents.
• Schedule reservation for guests both in person and over the phone
• Managing, coaching and uplifting the Front door/Hostess team.
• Ensure that accurate records are maintained of all group reservations and filed in accordance with the company policy and procedures.
• Managing, coaching and uplifting the Front door/Hostess team.

Planning & Organizing

• Understand and perform all standards, policies and procedures relating to restaurant reservations, events and general guest services.
• Maintain proper record and storage of guest’s business cards and update the same in the seven rooms system.
• Administer the needs for host/hostess and reception desk.
• Plan & organize individual and group reservations in an immaculate manner to ensure that everything goes smoothly.

Qualifications and Skills

• Minimum Bachelor’s degree (in Management/PR will be preferred)
• 2-3 years of experience in Reservations & Service. Must know seven rooms
• Articulate planning & organizing skills.
• Excellent Communication skills
• People Skills - cultural awareness and the ability to liaise with different nationalities
• Time management - Ability to coordinate self and the entire team.
• Creativity – must be able to Think out of the Box and be resourceful.
• High level of IT skills.
• Proven working experience as guest relations manager
• Working experience in hospitality
• Adequate knowledge of personalized services principles and processes
• Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
• Familiarity with industry’s latest trends
• Hands on experience with guest relationship management software
• Proficiency in English, multilingualism will be considered an asset
• Guest service orientation and drive
• Excellent problem resolution skills along with outstanding communication and active listening skills
• Ability to work flexible hours
• Highly responsible and reliable with a professional presentation
• BS degree in hospitality management, business administration or related field