Guest Relations Manager
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Key skills for this role
About the Role
Maintain guest recognition goals, ensure exceptional customer service, conduct human resource activities, and support employee development in guest relations.
Key Skills for This Role
Responsibilities
- Create and maintain the Guest Recognition Daily Report
- Research database for next day arrivals and check preferences, incidents, comments, and stays for repeat guests
- Maintain guest files and add preference, GIA, comment cards, and special needs information
- Assist in preparation of welcome notes and amenities for VIP and repeat guests
- Ensure proper recognition and delivery for repeat guest preferences
- Respond to and handle guest problems and complaints to satisfaction
- Train new employees on Guest Recognition Programs
- Support developmental needs of others through coaching and mentoring
Requirements
- Experience in guest relations or hospitality management
- Strong interpersonal and communication skills
- Ability to manage guest databases and preferences
- Experience training and coaching staff
Full Job Posting
Maintaining Guest Recognition Goals
- Create the standard Guest Recognition Daily Report.
- Researches database for next day arrivals and checks preferences, incidents, comments and stays for each repeat guest.
- Continually maintains guest files and adds preference, GIA, comment cards, and special needs information appropriately in the system(s).
- Deletes stay specific and unusable data.
- Checks guest preference collection daily and communicate to other departments.
- Assists in preparation of welcome notes / amenities for all VIP and Repeat guests.
- Assists in the coordination of compliance with guests needs, requests, and personal preferences.
- Ensures proper recognition, coordination and delivery for all repeat guests preferences.
- Uses discretion when inputting guest incidents, comments, etc. with no negative comments.
- Energizes the guest recognition process through daily contact with other departments.
- Assists in the implementation of guest recognition awareness programs and training to various departments.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints to the guest's satisfaction.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Conducting Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Participates in employee progressive discipline procedures.
- Trains new employees on Guest Recognition Programs.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
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