Guest Relations Manager

Role & responsibilities

Key Responsibilities:

1. Guest Experience Management:
• Greet and assist VIP or important guests upon arrival.
• Handle guest complaints or concerns, ensuring prompt resolution and satisfaction.
• Monitor guest feedback and implement improvements based on insights.
• Ensure all special guest requests are fulfilled (e.g., room preferences, dietary restrictions).
2. Team Leadership:
• Supervise and train guest relations staff to provide excellent customer service.
• Manage daily operations of the guest relations department, ensuring all tasks are completed efficiently.
• Foster a positive, welcoming atmosphere among staff and guests.
3. Communication and Coordination:
• Coordinate with other departments (e.g., housekeeping, concierge, front desk) to meet guest needs.
• Ensure smooth communication between the guest relations team and hotel management.
• Handle VIP or regular guest check-ins and check-outs.
4. Guest Loyalty and Retention:
• Develop and implement strategies to enhance guest loyalty and repeat visits.
• Offer personalized services to frequent or high-profile guests.
• Manage guest recognition programs, ensuring loyal guests receive appropriate perks and attention.
5. Quality Control:
• Ensure that all guest services adhere to company standards and policies.
• Conduct regular inspections of guest rooms and facilities to ensure quality and cleanliness.
• Monitor guest satisfaction levels through surveys, reviews, and direct feedback.
6. Administrative Tasks:
• Maintain detailed records of guest preferences, complaints, and feedback.
• Prepare reports on guest satisfaction, team performance, and service improvements.
• Handle any administrative duties related to the guest relations department.