A Guest Relations Manager ensures that guests feel welcome and have a pleasant stay at the establishment. This role involves greeting clients, coordinating check-ins, and informing guests about the hotel’s facilities. The ultimate goal is to make guests feel at home and ensure they have a memorable experience. Here are some key responsibilities and duties typically associated with this role:
Responsibilities:
* Greet Guests: Welcome guests upon arrival and ensure a smooth check-in process.
* Customer Service: Provide upscale, professional, and high-class guest service experiences throughout their stay.
* Complaint Resolution: Address and resolve guest complaints in a timely and professional manner.
* Team Management: Oversee the guest relations team, including Receptionists and Concierges, to ensure excellent customer service.
* Guest Satisfaction: Develop and implement strategies to achieve higher levels of guest satisfaction.
* Feedback Management: Review and respond to feedback from guests in person, online, or through comment cards.
* Coordination: Coordinate with housekeeping, maintenance, and restaurant teams to meet guest needs.
* Information Provision: Provide guests with information about the hotel’s facilities, services, and local attractions.
* Special Services: Organize special services for guests such as room upgrades, transportation, or reservations.
* Knowledge Maintenance: Maintain a detailed knowledge of the hotel’s services, room types, prices, and policies.
Skills and Qualifications:
* Communication Skills: Excellent verbal and written communication skills.
* Customer Service Orientation: Strong focus on providing exceptional customer service.
* Problem-Solving Skills: Ability to handle and resolve complaints effectively.
* Leadership Skills: Experience in managing a team and ensuring high performance.
* Attention to Detail: Keen attention to detail to ensure guest satisfaction.
* Hospitality Experience: Previous experience in the hospitality industry is often preferred.
* Previous experience in Hilton as a Guest relation manager/Assistant.
* Previous experience in 5-star hotels or 4-star hotels (minimum 3 years).
Language:
* Italian: professional proficiency
* English: professional proficiency
* Other language: preferable
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
* Industries
Hospitality
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