Guest Relations Manager Job Description

Guest Relations Manager Job Description

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Guest relations manager provides all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures.

Guest Relations Manager Duties & Responsibilities

To write an effective guest relations manager job description, begin by listing detailed duties, responsibilities and expectations. We have included guest relations manager job description templates that you can modify and use.

Sample responsibilities for this position include:

To liaise with concierge the airport pick up arrangements to ensure that the Guest Services Executive team escort all new arriving guests, and for who transport is organized
To coordinate with the Guest Services Executives to check the departure list for the following day – contact VIP guests to arrange airport transfers, if necessary
To maintain the daily courtesy calls ensuring that at least five interviews per Guest Services Executive are carried out per shift and that the results are correctly logged and communicated to the relevant department and followed up as necessary
To act as liaison officer between Reception, Concierge and the Assistant/Duty Managers in all matters related to guests checking in and/or checking out, ensuring maximum follow up during their stay
Ensuring the general cleanliness of the lobby and entrance area at all times and liaising with Housekeeping and Concierge when necessary
Ensuring that all guest arrival and departure procedures are completed as defined in the Guest Services SOP Manual
Works closely with disabled services and ensure compliance with state regulations
Continuallyimprove and update scripts for booking and upgrading appointments
Coordinates “sold out” and “book out” situations
Has in depth knowledge of all Fire Life and safety standards and will proceed in case of an emergency accordingly

Guest Relations Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Guest Relations Manager

Typically a job would require a certain level of education.

Employers hiring for the guest relations manager job most commonly would prefer for their future employee to have a relevant degree such as University and Collage Degree in Hospitality, Business/Administration, Hotel and Restaurant Management, Education, Hotel Management, Hospitality Management, Management, Tourism, Business, Marketing

Skills for Guest Relations Manager

Desired skills for guest relations manager include:

Services
Hotel products
Are continuously trained to learn and understand policies and practices
Pricing and policies
Front Office and Hotel procedures
Key departments
Opera
Check-in/check-out procedures
Comply with all departmental policies
Concierge

Desired experience for guest relations manager includes:

Checks and maintains Quality Standards
Works according to the sustainability standards Green Engage & Green Globe
Manage the Club Mills0069me operation and oversee the service delivery of this outlet ensuring that all Brand Standards are maintained at all times
Knowledge of foreign languages would be helpful
Connected in the community with a passion for elevating the collective and supporting our local partners and educating guests in-store on these partners
Excellent decision making and problem solving skills- proactive and solution-oriented

Guest Relations Manager Examples

1

Guest Relations Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a guest relations manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest relations manager
  • To ensure all guests who encounter a problem during their stay and reported the problem are contacted
  • To ensure that all guests are welcomed and greeted upon arrival and departure, and that the hotels amenity and guest retention program are strictly followed
  • Conducting 3 courtesy calls daily to regular and VIP guests to check on their satisfaction level
  • To assist the Front Office Manager and Hotel Manager in the effective operation of the Front Office Department ensuring maximum guest satisfaction and adhering to the standard required by the hotel
  • To be efficient and diplomatic when dealing with situations involving any service, reputation or image of the hotel by handling and following up all guest complaints and concerns extra ordinary service requests
  • Plan for future staffing needs, succession planning and team development
  • Prepare detailed induction program for new colleagues
  • Develop operational rosters, ensuring staffing levels in accordance with hotel operation
  • Educate and train team members in compliance with local laws and safety regulations
  • Ensure your team is properly trained on systems, standards, security and cash handling procedures, service and quality standards, maintaining records for all direct reports
Qualifications for guest relations manager
  • Minimum one-year work experience in retail sales
  • Computer knowledge of Microsoft Office, creative suits (minimum of one - Adobe InDesign, Illustrator, Photoshop)
  • Excellent presentation, communication and organizational skills the ability to work under pressure
  • Mentor, coach, counsel and discipline line staff, provide regular constructive feedback to help manage conflict and improve team member performance
  • Conduct periodic appraisals for direct reports and follows up PDPs
  • Supports and assists Front Office personnel at peak periods
2

Guest Relations Manager Job Description

Job Description Example
Our growing company is hiring for a guest relations manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest relations manager
  • Develop, implement and follow up tailored action plans and procedures ensuring Staff Satisfaction and Motivation
  • Familiarize yourself with property safety, first aid, fire, emergency procedures and actively enforce these in your area of responsibility
  • To respect and follow grooming standards as provided and requested by the hotel Management
  • To prepare the daily VIP arrivals list to ensure the correct rooms are allocated for VIP guests depending on their demands and Guest History feedback
  • To order and ensure timely delivery of amenities for all arrival and in-house VIP and suite guests
  • To carry out daily room spot checks
  • To spot-check the delivery of daily amenities of in house VIP guests
  • To escort top VIP guests to their rooms on arrival
  • To liaise with the front desk team Leader, Executive Club Lounge and Premium Leisure Club assistant managers regarding room allocations and room changes for VIP guests
  • To assist guests with general enquiries about the hotel and its facilities and daily events and functions
Qualifications for guest relations manager
  • To arrange, co-ordinate and chair daily departmental briefings and monthly meetings
  • To carry out and record training within the department as required, and within the guideline requirements of the group
  • To achieve maximum sales and guest satisfaction by adhering to the standards of service required in accordance with the hotel’s policies, procedures and objectives
  • To maintain and consistently update the guest CV library
  • To maintain the in-house guest interview program (guest feedback form) ensuring that the results are correctly logged, communicated to the relevant department and followed up as necessary
  • To Monitor all costs and recommend/implement measure to control them in accordance with the annual budgets
3

Guest Relations Manager Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of guest relations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for guest relations manager
  • To interview potential new colleagues in liaison with the Human Resources Department
  • To conduct reviews and appraisals to review the general performance, discuss existing performance and areas of improvement and future career and development goals for all Guest Relations Executives
  • Oversee room blockings, ensuring guest preferences are taken into account
  • To represent the management of the Resort outside normal office hours and to supervise all Front Office colleagues working overnight ensuring a smooth operation and maximum guest satisfaction in all areas
  • Ensuring that all related policies & procedures are followed by Front Office Colleagues
  • Attending daily handover briefings before the beginning of every shift departmental communication meetings
  • Controlling the booking situation of the day and handling booking out guests in case of an overbooking situation
  • Arranging emergency visas for guests if necessary, in conjunction with the Airport Desk
  • Assisting the Team Leaders when necessary
  • Recording relevant details of any major incident and important information in the guest feedback report
Qualifications for guest relations manager
  • Completing checks on input standards (guest profiles, market, source and channel codes) on a daily basis, highlighting any issues to the Assistant Front Office Manager and taking action to ensure continual improvement
  • Assist in maintaining and developing front Office SOP’s and to ensure all Front Office colleagues adheres to the correct procedures
  • Respond quickly to guest requests and complaints
  • Ensure that rooms are blocked for VIP guests according to past history, rate, or preference
  • Control labor costs and expenses within departmental budget
  • Resolve customer complaints by conducting thorough research of the situation and the most effective resolution
4

Guest Relations Manager Job Description

Job Description Example
Our innovative and growing company is looking for a guest relations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for guest relations manager
  • Must work closely with Reservations, Concierge, Front Office, Butler and Housekeeping staff to coordinate the efficient handling of guest arrival & departure and follow up on guest requests
  • Work with and implement the hotel amenities program & special services for VIP, Long Stay, Honeymooners/ Anniversary & Return Guest
  • Communicate with the Security and Concierge the estimated arrival times for the Top VIP guests in case they are needed to hold the elevators and have the main entrance clear
  • Assist Reservations, Concierge, Reception when business levels warrant
  • Oversee the Front Office operation of a shift, to ensure exceptional levels of Guest service
  • Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the guest and the hotel
  • Leading the smooth and efficient daily operation of the Guest Relations Operation
  • Ensuring that all guest history files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information
  • Overseeing the duty schedule to ensure that there is sufficient supervision and manning for all daily operations
  • Ensuring that SOP’s and manuals are updated and available for all colleagues
Qualifications for guest relations manager
  • Maintaining records of customer feedback and records of action taken to address any complaint, negative rating and/or comments
  • Communicating new or amended procedures to relevant departments/colleagues
  • Ensuring training plans are established according to the department’s need
  • Attending the daily Rooms Division morning meeting and Operational and Department Head meetings whenever required
  • Providing coaching and counselling to colleagues to ensure their capability to meet the needs of the guest and the resort
  • Ensuring all department expenses are in line with the budget and that all costs are strictly controlled
5

Guest Relations Manager Job Description

Job Description Example
Our growing company is looking to fill the role of guest relations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for guest relations manager
  • Work with the Concierge team to create and oversee airport/gate pick-up and drop off procedure when required
  • Ensuring all department colleagues attend relevant training prior to opening
  • Review resumes for arriving groups
  • Ensure the pre-registration of Special Attention and VIP guests and coordinate the prompt delivery of room service amenities
  • Manages more than 4,000 customer calls, emails and letters for Madison Square Garden and Radio City Music Hall and resolves guest issues/concerns accordingly
  • Creates unique methods of resolving customer concerns by working with divisions and generates responses in writing or orally
  • Corresponds with Knicks, Rangers, and Liberty season subscribers with respect to violations of the terms and conditions of their season subscription agreement
  • Oversees the Guest Relations department which includes the daily management of Guest Relations Coordinators and phone operators
  • Highlights employee recognition across the venues and communicates to the appropriate management team
  • Mitigates show or game cancellations and addresses future reservations
Qualifications for guest relations manager
  • A degree in Hospitality is preferable, however, not essential if applicants have previous relevant work experience
  • Proficiency with technology, audio-visual equipment
  • Ability to provide leadership and direction contributing to the success of the organization and its strategic priorities
  • Anticipate and respond to any challenges
  • Live out the principles of autonomy and empowerment
  • Monitor satisfaction throughout the guests’ stays

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