Guest Relations Manager

Main Duties & Responsibilities

 Ensures implementation of SOP and all policies & procedures related to the department.

 Ensures all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery.

 Ensures all opening and closing duties are implemented in accordance with established standards.

 Reviews weekly forecasts and schedules Team Members accordingly.

 Assists hands-on in the operation during peak periods as required.

 Meets, greets and escorts guests to the room in accordance with the hotel’s standards and as assigned.

 Ensures a strict room key control system is implemented at the Executive Floor.

 Approves rebates within the amount parameters as specified by the hotel’s policies & procedures.

 Is the custodian of the guest history database, ensuring profiles are up-to-date and information is used in the operation to support guest recognition.

 Functions as Chorus reward Ambassador.

 Coordinates VIP recognition programs.

 Ensures the Team is always up-to-date with the latest and recommends the best outside companies.

 Maintains logbook