Guest Relations Manager
Core
Manage all Guest Relations operations to ensure high standards of guest service, handling check-ins/out, VIP courtesies, and complaints while driving room sales through up-selling.
Role type
Guest Relations Manager
Builds
Guest experiences and room occupancy
Domain
Hospitality / Hotel Operations
Deliverable
product features
Required skills
Guest service management, VIP handling, complaint resolution, up-selling, team leadership, shift coordination, emergency procedure knowledge, local area knowledge
Preferred skills
Strategic thinking, cultural awareness, delegation, motivation
Technologies
Logbook management systems
Responsibilities
Personally welcome and escort guests, authorize VIP courtesies, handle guest inquiries and complaints, maintain arrival/departure records, balance daily accounts, ensure Guest Relations Desk is never unattended, communicate with other departments and shifts
Seniority
Manager, operational leadership