Job Summary:

The Guest Relations Manager is accountable for creating a welcome experience that transports guests from the chaos of the road to an oasis that evokes, refreshes and de-stresses all the senses and inspires guests to be their best. Proactively anticipate guests’ needs, by unleashing their own intelligence and personal judgment to engage with guests. They intuitively make every guest feel better, different and special.

Duties & Responsibilities:
  • Responsible for the successful operations of the Guest Relations Team
  • Responsible for the entire lobby experience
  • “Owning” various stages of the guest experience and developing the team in these stages
  • Provides welcome to all guests by manning the front door.
  • Welcomes guests arriving at the hotel, offering alternate check-in experiences including an elixir, traditional welcome and cleansing towel service. Facilitates the flow of guests through the check in process.
  • Meets and collating feedback from all guests on departure no matter what time are they checking out
  • Courtesy calls are made to all inhouse guests every day in the evening to check on their stay
  • Assist any guests in need and unusual situations
  • Personal greeting all VIPs inhouse, arriving and departing
  • Ensures VIP program is followed strictly
  • Responsible to exceed performance goals.
  • Responsible to training the Guest Relations team on soft skills as well as standard operating procedures
  • Responsible for the Guest membership programme and ensure that all guests who are members are appropriately recognized, meeting all standards
  • Assists with the recruitment, selection and development of the team following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks
  • Ensure the team and self are equipped with information concerning general area and/or giving directions to hotel facilities, meeting rooms, or events held therein
  • Assists in arranging and performing group and satellite check ins
  • Providing and coordinating hotel services and information to guests
  • Collects feedback from guests during breakfast and while in guest areas and communicates it to the General Manager in a daily report. Each and every guest is covered in this report
  • Informs guest complains immediately to GM and feeds it on the Glitch portal
  • Ensures no guest leaves the hotel unhappy
  • Ensures guest's leaving happy are requested to fill up TRIP advisor and follow-ups with guests post departure to get comments on trip advisor/comment cards etc
  • Maintain cleanliness, order and appropriate levels in the lobby area including the elixir and towel station, botanicals, music and scent
  • Ensure the stocking of the welcoming supplies
  • Must be able to walk and stand for the majority of the workday. Length of time of these tasks may vary from day to day and task to task
  • Assists FOM with operations if needed 
  • Performs assigned KRA's
  • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity
  • Talking and listening continuously in the process of communicating with guests, supervisors and subordinates
  • Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filling cabinets, FAX machines, photocopiers, and other equipment as needed
  • Must work in close association with the Chief Concierge and  Front Office Manager.
  • Provide other duties and services as assigned by the General Manager.

Job Knowledge, Skills & Abilities:
  • Appear confident, well groomed and dressed in a smart casual manner
  • Personality:  warm, welcoming, smiling and pleasant
  • Act with integrity
  • Communicate effectively
  • Fair and firm management abilities with high influencing skills
  • Creative and Innovative
  • Must be able to instinctively read body language and know how to respond on an individual basis
  • Must possess literacy of Microsoft Office & PMS
  • Extensive knowledge of the hotel, its facilities and services
  • Thorough knowledge of the city and its attractions
  • Must be passionate about meeting the unique needs and request of each guest on a personal level
  • Embraces continuous renewal – personally and professionally
  • Understands basics of human psychology
  • Must be a good listener
  • Intuitive and empathetic in nature
  • Focused on how people “feel” during the customer encounter vs. a  transaction-oriented interface
  • Strong Administration skills
  • Strong Knowledge of Guest Relations field
  • Pro-active approach to follow local and international industry progress and activities
  • Hands-on approach to all operational aspects
  • Initiative
  • Self-motivated
  • Coaching Skills
  • Good computer skills
  • Budgeting, Forecasting and expenses controlling
  • Knowledge of brand standards
  • Good Leadership Skills

It is not the intention of this Job description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all associates are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.

Department: Executive Office
Job Type: Full Time
Job Location: Hawthorn Suites by Wyndham, Dwarka
Salary: INR 30,000 - 35,500

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