Guest Relation Manager

Main Responsibilities
• Schedules and regularly conducts routine inspections of areas.
• Inform clients of our hotel services, tours and activities.
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Ensure clients are properly greeted upon their arrival
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees
• Manage guest relations with other departments to ensure we comply with all standards and operating procedures
• Inspects frequently for cleanliness and orderliness, all the outlets, on a random basis, VIP rooms prior to arrival
• Actively listen to and resolve complaints
• Promptly address guests’ requests, like buggy request, in- room dining, spa booking, yoga and meditation booking…
• Promote all hotel amenities, conveniences and programs offered
• Providing reports to managers on the guest’s feedback and hotel facilities and activities.
• Monitors front office personnel to ensure guests receiving prompt, cordial attention and personal recognition.
• Coordinate luggage collection and storage
• Assumes overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair, and well maintained.
• Oversee check- in and check- out procedures, including reservations and financial transactions
• Establish friendly relationships with regular hotel clients
• Examine daily duties, assign tasks and check on progress
• Monitor daily bookings and ensure assigned rooms are prepared prior to check- in
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Provide upscale guest service experiences for clients throughout their stay

• BSc degree in Hospitality Management, Tourism, Business Administration or relevant field
• Leadership skills along with the ability to motivate staff.
• Ability to work flexible hours (weekend, public holidays, overtime…)
• Excellent problem- solving and multitasking skills
• Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
• Strong sense of responsibility and a professional presentation
• Customer service drive with outstanding communication and active listening skills
• Understanding of all hotel management best practices and relevant laws
• Proficiency in English; knowledge of other languages is a plus

- Competitive salary
- Yearly salary review
- Health care insurance
- Professional working environment

Cập nhật gần nhất lúc: 2024-08-21 16:30:03