JOB OVERVIEW:
Under the general guidance of the Director of Front Office, the Guest Relations Manager is responsible for overseeing all Guest Experience functions, including managing Guest Service & Guest Relations Agents, Concierge, and VIP services. This role ensures the highest levels of hospitality and service by managing guest interactions, addressing inquiries, and resolving service issues promptly. Serving as a key representative of hotel management, the Guest Relations Manager proactively enhances the guest journey from pre-arrival to departure and collaborates closely with all hotel departments to maintain service standards that exceed brand expectations and drive overall guest satisfaction.
YOUR KEY RESPONSIBILITIES:
- Manage day-to-day operations to consistently deliver quality service that meets or exceeds customer expectations.
- Provide exceptional guest services that enhance satisfaction and encourage guest loyalty and retention.
- Identify and address guest needs by communicating effectively, offering guidance, and providing constructive feedback and coaching to team members.
- Proactively intervene in guest or employee issues to maintain property integrity, ensure guest satisfaction, and support employee wellbeing.
- Lead by example through demonstrating outstanding hospitality skills and setting a positive standard for guest relations.
- Empower and motivate employees to deliver excellent and personalized guest service at all times.
- Monitor employee service behaviors closely and provide timely, individual feedback for continuous improvement.
- Maintain high visibility in public areas, especially during peak times, to support staff and assist guests promptly.
- Respond immediately to guest requests and concerns to ensure swift resolution and satisfaction.
- Regularly engage with guests throughout the property to gather feedback on service quality, product experience, and overall satisfaction.
- Accurately record guest issues in the guest response tracking system to ensure follow-up and accountability.
- Review guest satisfaction survey results with employees to highlight successes and areas for improvement.
- Track and analyze guest feedback and issue reports from multiple sources (Tripadvisor, Guest Alerts, Glitch Log, Revinate, ReviewPro, Nuvola) to identify trends and implement corrective actions.
- Respond directly to guest feedback when necessary, maintaining positive guest engagement and resolving issues effectively.
- Ensure all department equipment is maintained in proper working conditions and that all department areas, including storerooms, are clean and organized.
- Perform essential administrative duties for the Guest Relations department, including reporting, scheduling, and documentation.
- Schedule, supervise, and support staff to guarantee prompt, friendly, and attentive guest service at all times.
- Ensure strict compliance with brand standards, operating procedures, and company policies to uphold the hotel's reputation and operational excellence.
- We recognize we are in the hospitality industry and that it may require us to provide lateral service.
We will on occasion call for everyone in the team to, on a routine basis, perform various related tasks as needed in the spirit of providing exceptional guest service