Guest Relation Manager

Job Description

• This position is responsible for all operation front of house and guest areas that includes Guest Relation Supervisor, Guest Relation Agent and Lobby Hostess.
• Guest Relation Manager is under the supervision of Front Office Manager.
• Plans, directs, co-ordinates & controls all activities geared towards higher guest satisfaction within the whole hotel. Is in charge to find operational solutions to guest complaints.
• Ensures that the maximum quality of service is provided to guests during their stay or while using the facilities.
• Makes sure everything in the lobby area is in order and in fresh look.
• Takes care of all requests and complaints when necessary.
• Observes behavior and efficiency of all Front Office staff.
• Deals with especially all arrivals and VIP ‘s. makes necessary coordination with reservation for future important arrivals and notice the General Manager and Hotel Manager accordingly.
• Enforces the observance of house rules and regulations.
• Supervises proper use of equipment to avoid misuse.
• Controls VIP status extended to guests & ensures VIP policy is kept to.
• Supervises proper blocking of VIPs and special requests. Follow up the guest requests.
• Ensures that a smooth operation is maintained within the department.
• Coordinates and guide the Guest Relation issues and cooperate with Guest Service Agent.
• Concentrates on guest activities like coordinating special occasions or meeting with VIP guests.
• Supervises Guest Service Agents performance and makes sure everything related to guest is followed up.
• Makes sure guests are escorted to their rooms by the guest relation team.
• Coordinate and follow up guest contact policy.
• Ensures that personal hygiene for the Front Office staff is to the standard at all times.
• Observes and supervises closely and follows up that all staff greet the guests properly and handle guest complaints with maximum efficiency.
• Greets & meets VIP guests whenever possible, during arrival, departure, or during their stay.
• Organizes & is present upon special events, functions
• Suggests ways to improve service approach, service delivery & customer relations in all departments
• Monitors accuracy in Opera profiles & makes sure that guest history is updated.
• Spot-checks VIP rooms.
• Handles guest questionnaires in the same way.

Qualifications