Guest Relations Manager
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Key skills for this role
About the Role
The Ritz-Carlton, Doha seeks a Guest Relations Manager to support property operations, ensuring the highest levels of hospitality and service. The role manages guest flow, resolves service issues, and supervises front desk operations.
Key Skills for This Role
Responsibilities
- Supports all property operations, ensuring the highest levels of hospitality and service
- Manages the flow of questions and directs guests within the lobby
- Supports the tracking and resolution of service issues
- Utilizes interpersonal and communication skills to lead, influence, and encourage others
- Supervises and manages employees; performs duties in employees' absence
- Manages day to day operations, ensuring quality and standards
- Develops specific goals and plans to prioritize, organize, and accomplish work
- Supports handling complaints, settling disputes, and resolving grievances
- Assists with energy conservation efforts by monitoring compliance
- Supports implementation of customer recognition/service program
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
- Provides services that are above and beyond for customer satisfaction and retention
Requirements
- High school diploma or GED; 1 year experience in guest services, front desk, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
- Strong interpersonal and communication skills
- Ability to lead, influence, and encourage others
- Ability to handle complaints, settle disputes, and resolve conflicts
Full Job Posting
Position Overview
- Supports all property operations, ensuring that the highest levels of hospitality and service are provided.
- Manages the flow of questions and directs guests within the lobby.
- Supports the tracking and resolution of service issues.
Candidate Profile
- High school diploma or GED; 1 year experience in guest services, front desk, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Core Work Activities
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees; performs duties in employees' absence.
- Manages day to day operations, ensuring quality, standards and meeting customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Supports handling complaints, settling disputes, and resolving grievances.
- Assists with energy conservation efforts by monitoring compliance.
- Supports implementation of customer recognition/service program.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Ensures compliance with all policies, standards and procedures.
- Understands and implements all emergency plans.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluates results to choose the best solution and solve problems.
- Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
- Maintains a strong working relationship with all departments.
- Communicates any variations to established norms to the appropriate department.
- Participates as needed in the investigation of employee and guest accidents.
- Performs Front Desk duties in high demand times.
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