- Provide upscale guest service experiences for clients throughout their stay
- Ensure clients are properly greeted upon their arrival
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Coordinate luggage collection and storage
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Promptly address guests’ requests, like in-room dining
- Actively listen to and resolve complaints
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Inform clients of our hotel services, including breakfast and dining options
- Promote all hotel amenities, conveniences and programs offered
- Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
- Appraise team’s performance and produce regular reports
- Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
- Examine daily duties, assign tasks and check on progress
Proven work experience as a Guest Relations Manager, Hotel Manager or similar roleUnderstanding of all hotel management best practices and relevant lawsHands-on experience with Hotel Management software (PMS)Proficiency in English; knowledge of other languages is a plusCustomer service drive with outstanding communication and active listening skillsExcellent problem-solving and multitasking skillsLeadership skills along with the ability to motivate a team into high performanceAbility to work flexible hoursStrong sense of responsibility and a professional presentationBSc degree in Hospitality Management, Tourism, Business Administration or relevant field