Guest Relations Managers 15 views

Duties

  • Oversee duties of the front staff by  monitoring the expected bookings, managing guest welcome protocols in accordance with company policies, supervising  registration and check in procedures  and financial transactions
  • Promote all hotel amenities and  services offerings
  • Coordinate and manage communication between guests and staff and monitor actions till customer concerns are resolved
  • Implement and maintain systems to attend to guests with special needs  like physically challenged persons, elderly and  children
  • Manage guest relations team (including front desks executives, porters and hostesses) to comply with all standards and operating procedures
  • Liaises with housekeeping and  hosting units  to provide overall comfortable guest experience
  • Examine daily duties, assign tasks and check on progress
  • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings

Requirements

  • Proven work experience as a Guest Relations 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

Qualification / Experience

  • BSc /BA degree in Hospitality Management, Tourism, Business Administration or related field
  • A minimum of four (4) years post qualification working experience in a similar position

 

Competencies / Skills

  • Knowledge of guest relations operations  communication
  •  Ability to communicate in English, both orally and in writing, with guests and employees
  • Ability to work under pressure and deal with stressful situations during busy periods.
  • Must be proficient in MS Office Applications

More Information

Only candidates can apply for this job.
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