Guest Relations Manager

Job Description

• The Guest Relations Manager is responsible and accountable for all operations in relation to the Guest Relations section whilst on duty. 
• All duties and tasks performed are to be procedurally correct, timely and consistently, effective and efficient work practices and guest service standards, that the guests’ first and last impressions of the hotel are lasting ones of genuine warmth and friendliness and of high standards.
• Liaise with different departments for smooth and coordinated work.
• Ensure to interact with the guests & enable the team to understand guest requirements.
• To ensure that all guests of the hotel are checked in and checked out in an efficient, yet warm and friendly manner.
• To ensure that all guests are provided with concise information concerning the services and facilities provided by the hotel.
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• F&B Service Planning
• Ensure that the arrivals and departures for the day and relevant records are maintained.
• Ensure quality in all aspects of work and among the staff in the restaurant.

• People Management

• Personally welcome and escort all guests of the hotel.
• Authorize courtesies for V.I.P’s.
• Ensure that regular training is conducted as per the standards.
• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

• Financial Management

• Responsible for maintaining high level of room sales, by up-selling.
• Ensure that the log book is maintained.
• Ensure maximum room occupancy within agreed overbooking policy.
• Ensure to balance the accounts on a daily basis.

• Operational Management

• Responsible for ongoing communication of pertinence using the logbook provided to other shifts.
• Responsible for ensuring that clear and constant communication lines are kept with all staff, other area and Departments.
• To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests so that they may be acted accordingly.
• To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
• To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
• To ensure that Guest Relations Desk is not left unattended at anytime whilst on duty.
• To be completely aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency.
• To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Guest Relations.
• To ensure at all times that personal presentation is immaculate and your uniform or work clothes are in line with relevant Guest Relations and Hotel uniform and clothing codes.
• To ensure that you as a Guest Relations Manager at the hotel have a comprehensive knowledge of town and what is happening within the city at all times, and to ensure that all guest enquiries are met with prompt, informative yet friendly solution.
• To maintain and be aware of the importance of guest recognition.
• Responsible for adhering to the rules and regulations of the hotel as set down in the Staff Handbook.

• Managerial Qualities

• Leadership skills that utilize persuasion and motivation to attain organizational  goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;
• Ability to accept responsibility;
• Self confidence, motivation, drive and tenacity;
• Ability to enhance organizational performance;
• Ability to clearly delegate tasks and responsibilities;
• Ability to think strategically, inductively, and creatively;
• And the propensity to recognize and acknowledge other peoples’ ideas.

• Occupational Health & Safety

  Employee Responsibility

  All employees to safeguard their health and safety, and the health and safety of others, in the workplace. 

  Replacement and Temporary Mission:

  Be ready and responsible for any job, which may be assigned by the Management.

Qualifications

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.