Guest Relation Manager

Overview – Tổng Quan

Responsible for guest service operations to ensure excellence in all aspects of guests experience within the resort. Make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Primary Responsibility – Nhiệm vụ chính:

Administration

• Attend meetings and briefing with other Department Heads as determined by the Manager

• Ensure that all departmental reports and correspondence are completed punctually and accurately

• Review existing and initiate new departmental policies as required

• Submit monthly report to the Manager detailing department activities for the past month and planned activities in the ensuing month

Employee Handling

• Ensure all employees report for work punctually always wearing the correct uniform and name tag

• Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety, training, and development

• Ensure that all employees have a complete understanding of and adhere to the resort’s Staff Handbook

• Conduct Departmental Orientation Program for new employees to ensure they understand the policies and operations of the resort.

• Ensure that all staff always provide a courteous and professional service.

Operational

• Ensuring and providing flawless, upscale, professional, and high-class guest service experiences

• Analyzing customer feedback and providing strategic direction to continuously improve overall rating

• Responding to guests needs and anticipating their unstated ones

Responsibilities

• 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

• Oversee check-in and check-out procedures, including reservations and financial transactions

• Promptly address guests’ requests, like in-room dining, activities booking

• 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, activities, spa, etc.

• Promote all hotel amenities, conveniences and programs offered

• Assist Front office manager to 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 all departments 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/post-stay survey and suggest ways to improve ratings

• Establish friendly relationships with regular hotel clients