Guest Relations Manager job description

Job brief

We seek a dynamic and service-orientated Guest Relations Manager to join our team! The ideal candidate will have exceptional customer service skills, good problem-solving abilities, and be able to manage a large workload. The role's focus will be to oversee the Guest Relations Officers, oversee the overall resolutions of guests’ queries, concerns, and complaints, and implement effective solutions to ensure that communication lines are open between guests and hotel staff.

Responsibilities

• Liaise with the hotel manager and events coordinators to understand the activities at the hotel, and always ensure sound knowledge of the number of guests in the hotel at any given time.
• Develop and implement effective training plans for the Guest Relations Officers.
• Manage the staff rotas to ensure adequate cover at all times.
• Oversee the performance and productivity of the Guest Relations Officers.
• Provide performance reports to senior hotel managers.
• Ensure KPIs and other targets are met by the team.
• Provide cover on the hotel floor to assist guests where required.
• Ensure monthly or quarterly performance reviews are completed with all guest relations officers.
• Develop and implement new and innovative ways to obtain guest feedback.
• Handle escalated guest complaints if there are any and use problem-solving skills to resolve the issues in a timely and satisfactory manner.
• Approach guests to obtain feedback about their stay and the hotel in general.
• Make recommendations to guests about trying the hotel’s restaurant and bar facilities.
• Ensure that all guests have an enjoyable stay and defuse tension between guests where applicable.
• Provide support to the reception staff and assist with de-escalating angry or frustrated customers.
• Ensure the best possible customer service is offered at all times.

Requirements

• Associates degree in hospitality or customer relations or other related field, or 2 years experience in a similar role and equivalent education
• Excellent written and verbal communication skills
• Adept with de-escalating and managing sometimes heated situations by using excellent interpersonal skills
• Effective leadership skills, with the ability to delegate and prioritize
• Good computer skills, with a knowledge of Microsoft tools such as Word and Excel
• Hands-on experience is the first point of call for guests in a busy and serviced-focused environment
• Able to meet and exceed KPIs and work well under pressure
• Excellent problem-solving abilities
• Empathetic with a good listening ear
• Good attention to detail
• Previous management or supervisory experience