Duty and Guest Relations Manager

Duty and Guest Relations Manager

We are looking for a Duty and Guest Relations professional to join our team. In this role you will be responsible for managing and overseeing all duty and guest relations activities within our establishment. Your primary focus will be to ensure that guests receive exceptional service and enjoy a memorable experience throughout their stay.

Responsibilities

• Manage and oversee all duty and guest relations activities
• Ensure that guests receive excellent service and have a memorable experience during their stay at the hotel.
• Handle guest complaints and resolve any issues or conflicts in a professional and timely manner.
• Coordinate with various departments to ensure smooth operations and guest satisfaction.
• Supervise and train the duty and guest relations team to deliver exceptional service and meet performance targets.
• Monitor guest feedback and reviews to identify areas for improvement and implement necessary changes.
• Maintain a high level of knowledge about the hotel's facilities services and local attractions to provide accurate information to guests.
• Work closely with the sales and marketing team to promote the hotel's services and attract new guests.

Essential Qualifications:

• Prior experience in a similar duty and guest relations role.
• Excellent communication and interpersonal skills to interact effectively with guests and colleagues.
• Strong problemsolving and conflict resolution abilities.
• Ability to remain calm and professional in highpressure situations.
• Good organizational and time management skills.

Desired Experience:

• Experience in the hospitality industry preferably in a luxury hotel setting.
• Familiarity with hotel management software and reservation systems.
• Knowledge of local attractions and events to assist guests with recommendations.
• Experience in managing a team and achieving performance targets.
• Customer service training or certification is a plus.