Guest Relations Manager

Job highlights

• 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.

JOB DETAILS
1.Provide upscale guest service experiences for clients throughout their stay

2.Ensure clients are properly greeted upon their arrival

3.Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

4.Coordinate luggage collection and storage

5.Oversee check-in and check-out procedures, including reservations and financial transactions

6.Promptly address guests requests, like in-room dining

7.Actively listen to and resolve complaints

8.Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services

9.Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns

10.Inform clients of our hotel services, including breakfast and dining options

11.Promote all hotel amenities, conveniences and programs offered

12.Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures

13.Appraise team s performance and produce regular reports

14.Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience

15.Examine daily duties, assign tasks and check on progress

16.Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings

17.Recommend local tourist spots, including places to dine, shop and sight-see

18.Establish friendly relationships with regular hotel clients
FUNCTIONAL AREA
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