Guest Relations Manager

• Manage and supervise all guest services tasks of his/her staff to ensure optimal guest satisfaction
• Manage guest services staffing and supervision, including scheduling, training, performance management, coaching, and discipline as needed, promotional recommendations, etc.
• Handle guest complaints and refer them as necessary, follow up on corrective action
• Conduct and attend effective shift briefings to ensure hotel activities and operational requirements are known
• Maintain good relationship with service providers.
• Assist guests with all inquiries, both hotel and non-hotel related.
• Maintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events.
• Keeping track of inventory and ordering of supplies related to guest services.
• Manage incoming guest mail, messages, facsimiles and special deliveries.
• Participate in management team meetings and training sessions as necessary.
• Maintain order and security of guest keys and other selected keys kept in Front Office; ensuring key issue policy is followed.
• Conducts all of the above in accordance with the hotel’s policy.
  

Qualifications

Your experience and skills include:

• 2-4 years of Experience in the similar area.
• Fluent in English (A foreign language will be an advantage)
• Profile with Master in one of the recognized hospitality schools is a plus.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Highly responsible & reliable
• Excellent communication skills, both written and verbal required
• Strong interpersonal and problem-solving abilities