Guest Relations Manager

Job Description

Guest Interaction and Service: Act as the primary point of contact for guests, providing warm and personalized service. Greet and welcome guests upon arrival, ensuring a smooth check-in process. Anticipate guest needs and preferences, proactively offering assistance and recommendations. Handle guest inquiries, requests, and complaints promptly and professionally. Maintain a thorough understanding of hotel/resort facilities, services, and local attractions. Create and maintain guest profiles, recording preferences and special requests. Guest Experience Management: Develop and implement strategies to enhance guest satisfaction and loyalty. Coordinate special requests and arrangements, such as room upgrades, amenities, and personalized services. Organize and oversee guest activities and events. Monitor guest feedback and implement improvements based on guest comments. Ensure VIP guests receive exceptional service. Communication and Coordination: Liaise with other departments (e.g., front desk, housekeeping, food and beverage) to ensure seamless guest service. Communicate guest feedback and preferences to relevant departments. Maintain clear and accurate records of guest interactions and requests. Conduct pre-arrival checks, and post departure follow ups. Problem Resolution: Resolve guest complaints and issues effectively and efficiently. Take ownership of guest concerns and ensure timely resolution. Escalate complex issues to senior management as needed. Relationship Building: Build and maintain strong relationships with guests, fostering loyalty and repeat business. Proactively seek opportunities to connect with guests and create memorable experiences.