Guest Relations Manager-Repost Full-time Job

Job Summary:

The Guest Relations Manager is responsible for ensuring exceptional guest experiences and fostering positive relationships with guests. The ideal candidate will possess excellent interpersonal skills, a strong customer service orientation, and the ability to handle guest inquiries and complaints effectively.

Responsibilities:

Greet guests upon arrival and ensure a warm and welcoming check-in experience.

Provide personalized service to guests and anticipate their needs and preferences.

Handle guest inquiries, requests, and complaints promptly and professionally.

Resolve guest issues and complaints effectively and to the satisfaction of the guest.

Maintain accurate guest records and ensure confidentiality of guest information.

Coordinate with other departments, such as front office, housekeeping, and food and beverage, to ensure seamless guest service.

Assist in the development and implementation of guest loyalty programs.

Monitor guest feedback and implement improvements to enhance guest satisfaction.

Conduct regular guest surveys and analyze guest feedback to identify areas for improvement.

Train and mentor guest service staff on proper procedures and techniques.

Ensure compliance with hotel policies and procedures.

Assist in the development of marketing materials and promotions to attract new guests.

Participate in hotel social media activities to engage with guests online.

Maintain a strong knowledge of hotel facilities and services.

Assist with special events and promotions as needed.

Build and maintain relationships with local businesses and organizations.

Promote a positive and collaborative work environment.

Identify and implement opportunities to improve guest service and enhance the guest experience.

Qualifications:

Bachelor's degree in Hospitality Management or related field preferred.

Minimum of 3 years of experience in guest service or customer relations in a hotel or resort.

Excellent communication and interpersonal skills.

Strong customer service orientation.

Ability to handle guest inquiries and complaints effectively.

Ability to work effectively under pressure and meet tight deadlines.

Proficiency in computer applications such as Microsoft Office Suite.

Familiarity with hotel management software preferred.

Strong knowledge of hotel facilities and services.

Ability to work independently and as part of a team.

Commitment to guest satisfaction and service excellence.

Experience in a luxury hotel environment is a plus.

Knowledge of local culture and customs is an advantage.

Salary:

Competitive salary commensurate with experience.

Benefits:

Comprehensive benefits package including health insurance, retirement plan, and paid time off.

Opportunities for professional development and advancement.