Guest Relations Manager Job Description

The general manager for a resort, hotel, or other hospitality facility that deals with guests.

A general manager manages all aspects of a hotel, including housekeeping, maintenance, food and beverage, and human resources.

Job Brief:

We’re looking for a Guest Relations Manager who is passionate about providing outstanding customer service. The ideal candidate will have experience managing a team of customer service representatives and will be able to resolve customer complaints in a timely and efficient manner. If you have a strong commitment to customer satisfaction and are looking for a challenging role, we want to hear from you!

Guest Relations Manager Duties:

• Manage and oversee lodging staff, ensuring a high level of professionalism is provided to guests and that all policies are adhered to
• Develop and manage a staff that is motivated, creative, and continually strives to improve
• Maintain and update standards of guest services
• Ensure proper staffing of departments and daily operations, and delegate tasks to appropriate people
• Maintain effective communication between departments
• Develop, communicate, and enforce policies and procedures that engage all departments in employee development and positively affect guest satisfaction
• Ensure the effective operation of the front office, room division, and front desk
• Develop detailed, daily work schedules, track hours, and ensure they are completed

Guest Relations Manager Responsibilities:

• Respond to guest inquiries and complaints with a professional, courteous, and efficient manner, providing appropriate, timely, and knowledgeable answers to any issues
• Provide assistance to ensure guests stay well informed throughout their stay
• Ensure information is accurate, up to date, and easy to access
• Assist with guest check-in and check-out
• Create and maintain reservations and process payment to guarantee guest satisfaction
• Maintain a safe and clean property
• Ensure that management information (including, but not limited to, room inventories, property reports and performance data) is accurate and up to date

Requirements And Skills:

• Bachelor’s degree in hospitality management or related field
• 1+ years’ proven experience in a supervisory role
• Excellent organizational, communication, and customer service skills
• Experience managing a team within a hospitality environment
• Excellent computer skills, including Microsoft Office
• Experience with retail

At Company Name, we believe that diversity and inclusion are key to success. We are committed to building a team that reflects a variety of backgrounds, experiences and perspectives. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.