Assistant Guest Relations Manager

Job description

Responsible for managing the Guest Relations section and delivering top‑level service in line with the employer policies, procedures and standards. Communicates hotel and company philosophy and represents hotel management. Possesses in‑depth knowledge of the hotel and city layout. Familiar with all in‑house VIPs, hotel functions and special events. Collects and updates VIP feedback daily and distributes it to relevant departments. Welcomes guests, escorts top VIPs, and prepares tailored itineraries. Handles guest complaints and requests politely and efficiently. Maintains records of complaints and follows up. Performs special projects and assigned duties. Walks the hotel to recognize and engage guests. Attends daily briefings and reports hazards immediately. Provides guests with service information and internal promotions. Informs senior management of unusual circumstances. Makes upgrade, comp and rebate decisions per hotel policies. Participates in training programmes.

Requirements

• In‑depth knowledge of the hotel and city layout
• Knowledge of all in‑house VIPs and special events
• Experience collecting and updating VIP feedback daily
• Ability to welcome and escort guests, especially top VIPs
• Coordination of tailor‑made itineraries for VIPs
• Entering guest stay information into guest profiles
• Welcoming visitors and providing general information
• Handling guest complaints politely
• Maintaining complaint records and follow‑up
• Executing special projects
• Walking the hotel to recognize and engage guests
• Attending daily briefings
• Reporting and rectifying hazards promptly
• Providing service and promotion information to guests
• Informing senior management of unusual circumstances
• Decision‑making on upgrades, comps and rebates per policy
• Participation in training programmes

Skills