Assistant Guest Relations Manager
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Key skills for this role
About the Role
* Provide upscale guest service experiences for clients throughout their stay * Ensure clients are properly greeted upon their arrival * Monitor daily bookings and ensure assigned rooms are prepared prior to check\-in * Coordinate luggage collection and storage * Oversee check\-in and check\-out procedures, including reservations and financial transactions * Promptly address guests’ requests, like in\-room dining * Actively listen to and resolve complaints * Ensure special gu
Key Skills for This Role
Full Job Posting
Overview
- Provide upscale guest service experiences for clients throughout their stay
- Ensure clients are properly greeted upon their arrival
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Coordinate luggage collection and storage
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Promptly address guests’ requests, like in-room dining
- Actively listen to and resolve complaints
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve concerns
- Inform clients of our hotel services, including breakfast and dining options
- Promote all hotel amenities, conveniences and programs offered
- Manage guest relations team to ensure we comply with all standards and operating procedures
- Appraise team’s performance and produce regular reports
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel clients
Responsible Business
- Make all necessary decisions when assigned under the direction of the Operations Manager.
- Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel.
- Follow up the grooming standards of the Team.
People
- Oversee work performance of new colleagues when it comes to guest relation.
- Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees.
- Ensure interdepartmental communication is managed effectively.
- Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department.
- Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.
General
- Proven work experience as a Guest Relations or similar role
- Understanding of all hotel management best practices and relevant laws
- Hands-on experience with Hotel Management software (PMS)
- Proficiency in English; knowledge of other languages is a plus
- Customer service drive with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills
- Leadership skills along with the ability to motivate a team into high performance
- Strong sense of responsibility and a professional presentation
- Don't quite meet every single requirement, but still believe you'd be a great fit for the job?
- We'll never know unless you hit the 'Apply' button.
- Start your journey with us today.
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