Guest Relations Manager

Guest Service Management:

• Welcome guests upon arrival and ensure they have a smooth check-in process.

Maintain a high level of guest satisfaction by responding to guest inquiries and resolving issues promptly.

• Ensure that all guest requests and special needs are met in a timely manner.

• Complaint Resolution:

Address and resolve guest complaints and issues efficiently and courteously.

• Investigate and resolve service issues, escalating to higher management if necessary.

Follow up with guests to ensure their complaints have been satisfactorily addressed.

• Team Coordination and Training:

Train and supervise guest relations staff.

• Coordinate with housekeeping, maintenance, and other departments to ensure guest requests and issues are handled properly.

Conduct regular meetings with staff to discuss guest feedback and areas for improvement.

• Guest Relations Programs:

Develop and implement guest loyalty programs and special events.

• Monitor guest feedback through surveys and reviews to identify areas for improvement.

Create strategies to enhance guest experience and exceed guest expectations.

• Reporting and Administration:

Prepare and maintain reports on guest feedback and complaints.

• Ensure compliance with health and safety regulations.

Manage budgets and control expenses related to guest services.

• Qualifications

• Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field.

• Experience:

Minimum of 3-5 years of experience in guest relations, customer service, or a similar role in the hospitality industry.

• Proven experience in a managerial or supervisory position is preferred.

• Skills:

Excellent communication and interpersonal skills.

• Strong problem-solving abilities and attention to detail.

Ability to handle stressful situations and remain calm under pressure.

• Proficiency in using hotel management software and other relevant computer applications.

Multilingual abilities are a plus.

• Personal Attributes:

A positive and welcoming attitude.

• High level of professionalism and integrity.

Strong leadership and team management skills.

• Commitment to providing exceptional guest service.

Job Type: Full-time

Education:

• S1 (Preferred)

Experience:

• Guest Service: 4 years (Preferred)

Language:

* English (Preferred)