Guest Relations Manager

Guest Interaction and Service:

• Act as the primary point of contact for guests, providing warm and personalized service.
• Greet and welcome guests upon arrival, ensuring a smooth check-in process.
• Anticipate guest needs and preferences, proactively offering assistance and recommendations.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Maintain a thorough understanding of hotel/resort facilities, services, and local attractions.
• Create and maintain guest profiles, recording preferences and special requests.

Guest Experience Management:

• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Coordinate special requests and arrangements, such as room upgrades, amenities, and personalized services.
• Organize and oversee guest activities and events.
• Monitor guest feedback and implement improvements based on guest comments.
• Ensure VIP guests receive exceptional service.

Communication and Coordination:

• Liaise with other departments (e.g., front desk, housekeeping, food and beverage) to ensure seamless guest service.
• Communicate guest feedback and preferences to relevant departments.
• Maintain clear and accurate records of guest interactions and requests.
• Conduct pre-arrival checks, and post departure follow ups.

Problem Resolution:

• Resolve guest complaints and issues effectively and efficiently.
• Take ownership of guest concerns and ensure timely resolution.
• Escalate complex issues to senior management as needed.

Relationship Building:

• Build and maintain strong relationships with guests, fostering loyalty and repeat business.
• Proactively seek opportunities to connect with guests and create memorable experiences.