Guest Relation Manager
Guest Relation Manager
Posted on :
28-06-2025
Employer Active
1 Vacancy
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Job Description
- This position is responsible for all operation front of house and guest areas that includes Guest Relation Supervisor Guest Relation Agent and Lobby Hostess.
- Guest Relation Manager is under the supervision of Front Office Manager.
- Plans directs co-ordinates & controls all activities geared towards higher guest satisfaction within the whole hotel. Is in charge to find operational solutions to guest complaints.
- Ensures that the maximum quality of service is provided to guests during their stay or while using the facilities.
- Makes sure everything in the lobby area is in order and in fresh look.
- Takes care of all requests and complaints when necessary.
- Observes behavior and efficiency of all Front Office staff.
- Deals with especially all arrivals and VIP s. makes necessary coordination with reservation for future important arrivals and notice the General Manager and Hotel Manager accordingly.
- Enforces the observance of house rules and regulations.
- Supervises proper use of equipment to avoid misuse.
- Controls VIP status extended to guests & ensures VIP policy is kept to.
- Supervises proper blocking of VIPs and special requests. Follow up the guest requests.
- Ensures that a smooth operation is maintained within the department.
- Coordinates and guide the Guest Relation issues and cooperate with Guest Service Agent.
- Concentrates on guest activities like coordinating special occasions or meeting with VIP guests.
- Supervises Guest Service Agents performance and makes sure everything related to guest is followed up.
- Makes sure guests are escorted to their rooms by the guest relation team.
- Coordinate and follow up guest contact policy.
- Ensures that personal hygiene for the Front Office staff is to the standard at all times.
- Observes and supervises closely and follows up that all staff greet the guests properly and handle guest complaints with maximum efficiency.
- Greets & meets VIP guests whenever possible during arrival departure or during their stay.
- Organizes & is present upon special events functions
- Suggests ways to improve service approach service delivery & customer relations in all departments
- Monitors accuracy in Opera profiles & makes sure that guest history is updated.
- Spot-checks VIP rooms.
- Handles guest questionnaires in the same way.
Qualifications :
- University degree
- Minimum 5 years of Front Office experience in five-star hotels of which at least two years in supervisory position.
- Excellent reading writing and oral proficiency in the English language.
- Proficient in Opera PMS and MS Office.
- Flexibility to respond to a range of different work situations.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
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