Guest Relations Manager JOB DESCRIPTION GUIDE

Guest Relations Manager Salary Guide

Looking to hire top talent or advance your career? Our expertly researched salary guide for 2024 provides valuable insights into hospitality positions!

Guest Relations Manager Core Duties and Qualifications

A Guest Relations Manager always makes sure that every guest that comes into the organization feels special,and prioritized when they are in the hotel. A guest relation manager’s job is to create unforgettable moments, interact with people smoothly and professionally, and handle any problems that may come up with ease.

As an important interface of the organization, manager will serve as the team player whose duty will involve ensuring that all organizational needs of the guests are met by coordinating with the other departments.

Desired Profile For A Guest Relations Manager

Roles and Duties

This role is all about the natural talent for communication, keeping a good focus on guest satisfaction and the ability to develop relationships for a long time that keep customer coming back. Following are the duties for a guest relation manager to achieve the above goal.

Welcome and interact with the customers to make sure they enjoy their visit.
Take care of the complaints of the guests as soon as possible and with the most available ways.
Keep an eye on the guest satisfaction score by the feedback and make the required changes.
Work closely with cross-functional departments to provide seamless service.
Oversee the experiences of a VIP guest, making sure that their specific needs are prioritized.
Guide and mentor the employees in order to achieve an excellent level of customer service.
Keep guest preferences and feedback properly documented.
Serve as the overall main contact for guests during their stay.

Qualifications And Certifications

Below are the required qualifications of the guest relation manager highlighted by the top hospitality firms:

Required Bachelor’s degree or equivalent in:

Hospitality management
Hotel management
Business administration
Related field

Master’s degree in hospitality management, or related field is preferable.
Professional certifications of Certified Hospitality Manager (CHM), Certified Guest Service Professional (CGSP), Certified Customer Service Executive (CCSE), and others are suggested.

Skills And Expertise

Here are the skills and requirements outlined by top hospitality companies for the post of guest relation manager:

2-5 years of professional experience in guest relation, front office, customer service, or related roles.
Knowledge of customer relationship management (CRM) software.
Expertise in property management systems (PMS).
Knowledge of Microsoft Office and Google Suite.
Analytical thinking and problem-solving ability.
Excellent communication and negotiation skills.
Ability to maintain relations with customers.
Cultural awareness.
Organizational skills for managing staff and guests.
Leadership and team management.
Attention to details.

RFS HR Consultancy, a Premier Hospitality Recruitment Provider in the UAE, specializes in connecting top hospitality companies with talented hospitality professionals.

Explore our platform for the latest Hospitality positions at top hospitality firms.

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