Guest Relations Manager Job Description

Guest Relations Manager Duties and Responsibilities

Guest Relations Manager job description should contain a variety of functions and roles including:

• 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
• Appraise team’s performance and produce regular reports
• Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
• 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
• 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 customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures

Guest Relations Manager Requirements / Skills / Qualifications

Guest Relations Manager job description should include these common skills and qualifications:

• BSc. degree in Hospitality Management, Tourism, Business Administration or relevant field
• Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
• Understanding of all hotel management best practices and relevant laws
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• 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

As a hiring manager, recruiting an ideal Guest Relations Manager starts with crafting a good job description. Use this Guest Relations Manager job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Guest Relations Manager may also reference it in preparation for the interview.