Guest Relations Manager

Job Detail

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues. Principal Accountabilities: Leading Guest Services Teams 2.1 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. 2.2 Encourages and builds mutual trust, respect, and cooperation among team members. 2.3 Serves as a role model to demonstrate appropriate behaviours. 2.4 Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. 2.5 Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals 2.6 Develops specific goals and plans to prioritize, organize, and accomplish your work. 2.7 Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. 2.8 Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. 2.9 Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. 2.10 Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. Ensuring Exceptional Customer Service 2.11 Provides services that are above and beyond for customer satisfaction and retention. 2.12 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. 2.13 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. 2.14 Serves as a leader in displaying outstanding hospitality skills. 2.15 Sets a positive example for guest relations. 2.16 Responds to and handles guest problems and complaints. 2.17 Empowers employees to provide excellent customer service. 2.18 Observes service behaviours of employees and provides feedback to individuals. 2.19 Strives to improve service performance. 2.20 Ensures employees understand customer service expectations and parameters. 2.21 Participates in the development and implementation of corrective action plans to improve guest satisfaction. Additional Responsibilities 2.22 Analyses information and evaluating results to choose the best solution and solve problems. 2.23 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. 2.24 Maintains high visibility in public areas during peak times. 2.25 Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. 2.26 Performs Front Desk duties in high demand times. Communication & Working Relationships: 3.1 Interacts with different departments.