Guest Relations Manager

Job Brief

This job description template for Guest Relations Manager is ready to be posted on job boards and careers pages. You can customize it to include guest services duties and responsibilities in your hotel or hospitality business.

Job Description

• ● Provide upscale guest service experiences for clients throughout their stay
• ● Ensure clients are properly greeted upon their arrival
• ● Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• ● Coordinate luggage collection and storage
• ● Oversee check-in and check-out procedures, including reservations and financial transactions
• ● Promptly address guests’ requests, like in-room dining
• ● Actively listen to and resolve complaints
• ● Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• ● Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• ● Inform clients of our hotel services, including breakfast and dining options
• ● Promote all hotel amenities, conveniences and programs offered
• ● 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
• ● Examine daily duties, assign tasks and check on progress

Job Requirements

• ● Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
• ● Understanding of all hotel management best practices and relevant laws
• ● Hands-on experience with Hotel Management software (PMS)
• ● Proficiency in English; knowledge of other languages is a plus
• ● Customer service drive with outstanding communication and active listening skills
• ● Excellent problem-solving and multitasking skills
• ● Leadership skills along with the ability to motivate a team into high performance
• ● Ability to work flexible hours
• ● Strong sense of responsibility and a professional presentation
• ● BSc degree in Hospitality Management, Tourism, Business Administration or relevant field