Guest Relations Manager

Job description

Oversee and direct all aspects of Guest Relations to maximize guest satisfaction. Live and project the company's goal, philosophy, vision, mission and core values. Adhere to company grooming standards at all times. Serve as a continual source of information, help and assistance to all guests. Prepare weekly duty rosters. Supervise Guest Relation Officers. Keep the immediate manager informed of any problems or unusual matters and maintain open communication with the line manager. Maintain transparent coordination with related departments to handle customer requests and complaints efficiently. Conduct house tours and VIP room inspections. Escort arriving guests to their suites and guide external guests to their destinations. Escort departing guests to their transport. Check all VIP rooms before arrival to ensure correct allocations, amenities and special requests. Greet all residence guests personally. Promote inter‑hotel sales and in‑house facilities. Handle guest complaints and feedback according to the employer standards with proper follow‑up and recording. Complete the departure list for the next day and contact VIP guests for necessary arrangements. Deliver maximum guest satisfaction through personal recognition and prompt attention. Ensure Club members receive all benefits and VIPs receive special recognition. Liaise closely with Concierge, Butler and the employer Club for events, restaurant promotions, limousine needs and special VIP requests. Prepare compendiums prior to guest arrival and update the guest history system. Prepare requisition and timely distribution of amenities. Keep the Guest Relations desk and lobby clean at all times. Attend daily and monthly briefings to facilitate communication and smooth operations. Abide by all policies and procedures and possess full knowledge of the employer standards. Perform related duties and special projects assigned by Senior Management.

Requirements

• Strong written and verbal communication skills in English
• Ability to develop rapport with colleagues and management staff
• Ability to work cohesively within a multicultural team
• Ability to focus on guest needs while remaining calm and courteous
• Ability to promote positive relations with guests
• Ability to exercise good judgment with difficult guests
• Degree from a School of Tourism & Hotel Management
• Minimum 3‑5 years relevant experience
• At least 2 years supervisory experience

Skills