Job Description

Description:

Overview: We are seeking a dynamic and customer-focused individual to join our team as a Guest Relations Manager. In this role, you will play a pivotal role in ensuring an exceptional guest experience by overseeing all aspects of guest relations, satisfaction, and service delivery. The ideal candidate will possess strong interpersonal skills, exceptional problem-solving abilities, and a passion for delivering outstanding customer service.

Responsibilities:

Guest Experience Enhancement:

• Proactively engage with guests to understand their needs and preferences.
• Implement strategies to enhance the overall guest experience and exceed expectations.
• Handle guest inquiries, requests, and concerns with prompt and effective resolution.

Team Leadership:

• Lead and motivate a team of guest relations professionals to deliver exceptional service.
• Conduct regular training sessions to ensure staff is well-versed in customer service standards and protocols.
• Foster a positive and collaborative team environment.

Communication and Coordination:

• Effectively communicate with various departments to ensure seamless coordination for guest services.
• Liaise with housekeeping, front desk, and other relevant teams to address guest needs promptly.

Feedback Management:

• Implement and manage guest feedback systems to gather insights for continuous improvement.
• Analyze feedback data to identify trends and areas for improvement, implementing corrective actions as needed.

Quality Assurance:

• Implement and uphold quality assurance standards to maintain a high level of service excellence.
• Conduct regular audits to ensure adherence to established guest service protocols.

VIP and Special Events Coordination:

• Coordinate VIP services and special events to enhance the guest experience.
• Work closely with the events team to ensure seamless execution of special arrangements.

Qualifications:

• Bachelor\xe2\x80\x99s degree in Hospitality Management, Business Administration, or related field.
• Proven experience in guest relations or hospitality management.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced and dynamic environment.
• Problem-solving mindset and a proactive approach to guest satisfaction.

Hyatt