Guest Experience Manager- Guest Relation Manager

• 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

• 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

• Appraise team’s performance and produce regular reports

• Liaise with Housekeeping 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