Guest Relations Manager

Benefits. Meet, greet and direct Guests who enter the lobby area. Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements. Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner. Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations. Manage, record and resolve promptly Guest or customer complaints. Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge. Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate. Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest. Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget. Maintain good communication and work relationships in all hotel areas. Act in accordance with policies and procedures when working with front of house equipment and property management systems. Someone who ….has previous experience in a luxury property, and must have hotel experience. is Motivated to Create Memorable Experiences for Every Guest, Every time. Has a Luxury Mind set –To our team this is Anticipating our Guests Needs and Personalizing their Experience. Is a Team Player – Collaborative, Flexible, Fun and Dynamic.