Essential Functions
Ensure a seamless and exceptional guest experience for all guests, particularly VIPs, from arrival to departure.
Manage all guest relations operations, addressing guest concerns and coordinating with departments to deliver personalized service that exceeds expectations.
Oversee Front Office guest-facing areas, including supervision of Guest Relation Supervisors, Guest Relation Agents, and Lobby Hostesses.
Maintain high guest satisfaction levels by handling special requests and consistently upholding the hotel’s service and hospitality standards.
Act as a key contributor to service excellence, guest loyalty, and brand reputation.
Main Duties and Responsibilities
Guest Experience Management
Oversee the full guest journey from arrival to departure, including personalized welcome, farewell, and feedback collection.
Develop and implement guest experience initiatives to enhance overall guest satisfaction.
Maintain detailed knowledge of daily activities, attractions, transportation, and local services to assist guests effectively.
Serve as the primary point of contact for guest special requests, ensuring timely and professional resolution.
Ensure smooth and hassle-free à la carte restaurant bookings handled by the Guest Relations team.
Complaints Handling & Service Recovery
Handle escalated guest complaints efficiently with proper follow-up and documentation.
Review Service Recovery reports, Duty Manager/Night Manager logs, and implement corrective actions where required.
Guide the team in resolving guest concerns based on empowerment guidelines.
Participate in management meetings, present guest issues, and collaborate with operations teams on action plans.
VIP Relations
Coordinate special services and amenities for VIP guests, ensuring preferences are met to the highest standards.
Identify upcoming VIP arrivals and communicate details promptly to the General Manager and EAM.
Supervise VIP room blocking, follow up on special requests, escort VIPs, conduct in-room check-ins when required, and spot-check VIP rooms.
Team Leadership & People Management
Manage Guest Relations staffing, including scheduling, training, performance management, coaching, and discipline.
Promote upselling based on service excellence and ethical practices.
Conduct effective shift briefings to communicate operational requirements and hotel activities.
Ensure staff comply with greeting standards and complaint-handling procedures.
Train, coach, and mentor Guest Relations team members to enhance performance and guest impressions.
Conduct regular team meetings and performance evaluations to sustain a motivated, high-performing team.
Collaboration & Compliance
Work closely with all hotel departments to ensure seamless service delivery.
Coordinate with the F&B team to ensure smooth restaurant reservation processes.
Ensure full compliance with hotel SOPs, LQA standards, brand standards, and ISO Integrated Management Systems.
Feedback & Brand Management
Collect, analyze, and report guest feedback and satisfaction metrics.
Ensure guest reviews on social media platforms are responded to within 24 hours.
Maintain lobby standards, ensuring cleanliness, presentation, and readiness of guest-facing areas.