Guest Relations Manager

Guest Relations Manager responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will also make sure our front-desk staff, including Receptionists and Concierges, offer stellar customer service and provide memorable hospitality experiences for our guests.
Responsibilities:

Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
Actively listen to and resolve complaints
Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
Coordinate luggage collection and storage
Examine daily duties, assign tasks and check on progress
Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
Oversee check-in and check-out procedures, including reservations and financial transactions
Recommend local tourist spots, including places to dine, shop and sight-see
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
Establish friendly relationships with regular hotel clients
Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
Inform clients of our hotel services, including breakfast and dining options
Ensure clients are properly greeted upon their arrival
Provide upscale guest service experiences for clients throughout their stay
Appraise team’s performance and produce regular reports
Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
Promote all hotel amenities, conveniences and programs offered
Promptly address guests’ requests, like in-room dining

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

- Và các chế độ phúc lợi khác theo quy định của công ty
- Làm việc trong môi trường năng động, chuyên nghiệp
- Thưởng lương tháng 13
- Lương cơ bản + thưởng service charge
- Hỗ trợ ăn giữa ca, hỗ trợ nhà ở (đối với nhân viên ngoại tỉnh)
- Có nhiều cơ hội giao tiếp với người nước ngoai
- Mức lương cạnh tranh
- Thưởng theo hiệu quả công việc

Cập nhật gần nhất lúc: 2021-04-29 23:08:02