The Guest Relations Manager is responsible for ensuring a positive and memorable experience for all guests at our establishment. You will lead the guest relations team, manage guest inquiries and concerns, and implement strategies to enhance guest satisfaction and loyalty. Your role will involve collaboration with various departments to ensure that guest expectations are met and exceeded.

Responsibilities:

• Oversee the guest relations team, providing training, support, and motivation to ensure high performance
• Develop and implement guest service strategies to enhance guest satisfaction and loyalty
• Handle guest complaints and concerns promptly, ensuring effective resolution and follow-up
• Maintain and analyze guest feedback through surveys and reviews to identify areas for improvement
• Work closely with the front desk and housekeeping teams to ensure guest requests are met efficiently
• Collaborate with marketing and sales teams to develop promotions and packages that appeal to guests
• Create and maintain guest profiles to personalize experiences and recognize returning guests
• Conduct regular audits of guest service operations to ensure standards are met
• Manage and respond to guest inquiries through various communication channels, including phone, email, and social media
• Stay updated on industry trends and best practices in guest relations to enhance the guest experience

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred
• Proven experience in a guest relations or customer service management role, preferably in the hospitality industry
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and the ability to remain calm under pressure
• Exceptional organizational and multitasking skills
• Proficient in using customer relationship management (CRM) software and other relevant technology
• Ability to work flexible hours, including evenings, weekends, and holidays as needed

Work Environment:

• Fast-paced hotel, resort, or hospitality environment
• Interaction with guests, staff, and management across various departments
• Requires strong leadership and teamwork to ensure guest satisfaction