Guest Relationship Manager

Job description

Responsibilities

• Review arrival lists to welcome guests


• Attend to special guests (e.g. VIPs) and answer their inquiries


• Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)


• Provide information about amenities, area and venues and promote services


• Anticipate guest needs and build rapport with customers


• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)


• Address customer complaints and escalate to Guest Relations Manager when needed


• Record information in the logbook daily


• Ensure compliance with health and quality standards

Requirements and skills

• Proven experience as a Guest Relations Officer


• Familiarity with hospitality industry standards


• Proficiency in English; knowledge of additional languages is a plus


• Computer literacy


• A customer-oriented and professional attitude


• An outgoing personality


• Outstanding communication abilities


• Excellent organizational and time-management skills


• Diploma or BSc/BA in Hospitality Management is preferred