Senior Guest Relations Manager

The Fullerton Hotels and Resorts; Santo Niño 1st; On-site; PHP 260,000 - 380,000; Full time

Job summary

The Fullerton Hotels and Resorts is seeking a proactive Guest Relations professional to enhance guest loyalty and satisfaction across both properties. You will manage VIP guests, analyze trends from feedback and social channels, and coordinate with departments to ensure seamless service and memorable stays.

You will lead engagement programs, drive reviews on travel platforms, and uphold the highest standards of service.

Qualifications

• Provide exceptional guest service and anticipate guest needs.
• Proactively monitor guest satisfaction and feedback across channels.
• Coordinate with multiple departments to maintain high service standards.

Responsibilities

• Keep abreast of changes in Rooms Division, analyzing trends and guest needs.
• Champion high standards of Guest Relation services and coach team members.
• Establish rapport with guests and handle feedback, complaints and service recovery promptly.
• Be the key contact for VIP guests and ensure requests are followed through by departments.
• Drive and develop guest engagement programs to boost loyalty and repeat business.
• Ensure front office uses technology effectively to achieve service excellence.
• Diagnose issues via guest feedback and social media, implementing swift changes.
• Review and implement high standards to achieve service excellence and goals.
• Map front office service learning and development needs.
• Monitor Rooms division social media for guest feedback.
• Be visible during peak periods as a Fullerton Ambassador.
• Maximize pre-arrival communication and Opera PMS usage to personalize interactions.
• Drive Tripadvisor reviews and maintain top position, including up-selling.
• Maintain good rapport across all departments and locations.
• Model a positive, professional, and motivated attitude.

Skills

Guest relations

VIP guest handling

Customer engagement

Complaint handling

Tools

Opera PMS

Job description

To drive customer’s loyalty/ repeat business, guest return ratio, increasing quality of guest contact details and preferences collection via daily guest interactions and courtesy calls and visits to breakfast tables. Exceeds guest satisfaction indexes including but not limited to Tripadvisor, other social media platforms, Forbes, Amex FHR, Preferred Hotels and other key service audits, as well as training target hours per staff. Establish solid rapport and relationship with guests, including handling complains. Work well with colleagues and stakeholders across the departments in both hotels. Be able to handle stressful situations and maintain a positive and professional attitude at all times.

• Keep abreast of changes in Rooms Division, especially high travelled guests, being proactive and resourceful in the analysis of such emerging trends and guests changing needs/preferences.
• Champion high standards of Guest Relation services in all areas, and actively work to uphold such high standards by providing constant and honest feedback to all related team members/ and coaching them.
• Establish rapport with guests, maintaining good relationship and handle all guest feedback, complains, service recovery in a timely manner
• Be the key contact to personally look after VIP guests, in order to ensure that all operating departments involved, are following through the requests seamlessly; personally and frequently verifying that guests are receiving the best possible service in a consistent fashion and to pre-empt/ spot possible shortfalls, providing solutions to remediate it in a timely manner.
• Drive and develop guest engagement and satisfaction programs, targeting customer’s loyalty and repeat business, aiming higher guest return ratio.
• Ensure the front office operations stay current and relevant in the use of technology, in order to achieve maximum service excellence.
• Diagnose, via guest feedback during engagements, as well as via social media reviews and correspondences, service issues, leading the changes to address these issues swiftly.
• Review, implement and ensure effective and efficient high level of service standards, with the aim to achieve service excellence and organizational goals.
• Map front office service learning and development needs.
• Monitor, review, respond and address all Rooms division related social media, including but not limited to Tripadvisor, Facebook and Twitter.
• Be visible to guests during peak periods, performing The Fullerton Ambassador role, to welcome, usher, bid farewell to VIPs and fam-trips/ key opinion leaders, building rapport, assessing satisfaction and ensuring repeat business from these stakeholders.
• Maximize the use of resources i.e. pre-arrival email and Opera PMS, in order to analyze data, using database to communicate with customers pre and post visits, increasing customer repeat ratio.
• Drive Tripadvisor initiatives to increase reviews and keep consistently the #1 position, keeping the team focused on targets such as up-selling.
• Maintain a good rapport and working relationship with all staff, not only within the Rooms Division but with all other departments in both hotels and precinct.
• Project a positive and motivational attitude at all times, and exercise self-control.
• Maintain high standards of deportement, personal appearance and grooming at all times, being a role model to the team.