Guest Relations Manager

Job Description

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Guest Relations Manager Job Description

 

Job Title: Guest Relations Manager

 

Location: [Insert Location]

 

Job Type: Full-Time

 

Reports to: General Manager

 

Salary: [Insert salary range]

 

Job Summary:

The Guest Relations Manager is responsible for overseeing all aspects of guest relations and ensuring that all guests have a positive and memorable experience. This includes managing a team of guest relations officers, developing and implementing guest service standards, and working with other departments to ensure that guest needs are met.

 

Duties and Responsibilities:

• Develop and implement guest service standards and procedures to ensure consistent delivery of high-quality guest experiences.

• Train and supervise a team of guest relations officers to provide exceptional service to guests.

• Handle guest complaints and resolve issues in a timely and professional manner.

• Build and maintain relationships with guests to promote repeat business and positive word-of-mouth referrals.

• Work with other departments, such as housekeeping and maintenance, to ensure that guest needs are met.

• Monitor and analyze guest feedback to identify areas for improvement.

• Develop and implement programs to enhance guest satisfaction, such as loyalty programs and special promotions.

• Prepare and present guest satisfaction reports to management.

• Maintain accurate records of guest interactions and transactions.

• Participate in the development and implementation of marketing and promotional activities to attract and retain guests.

• Ensure that all guest areas are clean, well-maintained, and stocked with necessary supplies.

 

Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field.

• At least 5 years of experience in a guest relations or hospitality management role.

• Strong leadership and management skills, with the ability to motivate and develop a team.

• Excellent communication and interpersonal skills.

• Ability to remain calm and professional in high-pressure situations.

• Strong problem-solving and conflict-resolution skills.

• Knowledge of hospitality software systems.

• Ability to work flexible hours, including evenings and weekends.

• Must be able to stand and walk for extended periods of time.

 

Physical Demands:

• The position requires the ability to stand and walk for extended periods of time, as well as the ability to lift and carry up to 25 pounds.

• Must be able to work in a fast-paced environment and remain calm under pressure.

• Must be able to work flexible hours, including evenings and weekends.