Guest Relations Manager | Quản lý Dịch vụ khách hàng

BASIC FUNCTION:
Guest Relations Manager handles visitor needs, front- desk operations, and ensures the highest level of guest satisfaction.
Guest Relations Manager must be an excellent communicator and leader to successfully manage staff and operational responsibilities.
Guest Relations Manager assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability. They also handle guest complaints, providing service replacements or refunds as needed.

Develop and implement guest experience initiatives that align with the resort’s standards of excellence and brand values
Act as the primary point of contact for guest inquiries, complaints, and special requests, ensuring prompt and professional resolution to enhance guest satisfaction.
Oversee daily operations of guest service department.
Lead and supervise the Guest Service team to deliver outstanding service and hospitality, ensuring that each guest&039;s experience is personalized and memorable.
Monitor guest feedback and implement strategies to continuously improve guest satisfaction and create memorable stay experiences.
Train, coach, and mentor Guest Service Agents to enhance their skills and performance, focusing on creating positive, lasting impressions on guests.
Collaborate with other departments to ensure seamless communication and operations, contributing to a holistic and exceptional guest experience.

Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
Strong leadership and interpersonal skills with the ability to inspire and manage a team.
Vietnamese candidate.
Excellent communication skills English. Other foreign languages is a plus.
A proactive approach to problem- solving and guest service, with a focus on creating memorable experiences.
Minimum of 3 years of experience in a guest relations or front office role, preferably in a luxury hotel setting

As company policy

Cập nhật gần nhất lúc: 2025-06-29 12:20:03