Guest Relation Manager

HR Outsourcing and Consulting; Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Guest Relations Manager to deliver exceptional service experiences. This role involves analyzing customer feedback, anticipating guest needs, and managing a team to uphold high standards. The ideal candidate will have a strong background in hospitality, excellent communication skills, and a passion for guest service. Join a dynamic environment where your contributions will enhance guest satisfaction and drive the success of our services. If you're ready to take your career to the next level in a vibrant setting, this opportunity is perfect for you.

Qualifications

• Proven experience in guest relations and hospitality management.
• Strong communication and problem resolution skills are essential.

Responsibilities

• Ensure high-class guest service experiences and respond to needs.
• Analyze feedback and manage guest relations team performance.

Skills

Guest relations management

Hospitality experience

Customer feedback analysis

Problem resolution skills

Communication skills

Multilingualism

Service orientation

Flexibility

Education

BS degree in hospitality management

Business administration or related field

Tools

Guest relationship management software

Job description

Minimum Requirements

• Proven working experience as guest relations manager
• Working experience in hospitality
• Adequate knowledge of personalised services principles and processes
• Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
• Familiarity with industry’s latest trends
• Hands on experience with guest relationship management software
• Proficiency in English, multilingualism will be considered an asset
• Guest service orientation and drive
• Excellent problem resolution skills along with outstanding communication and active listening skills
• Ability to work flexible hours
• Highly responsible and reliable with a professional presentation
• BS degree in hospitality management, business administration or related field

Job Specification

• Ensure and provide flawless, upscale, professional and high class guest service experiences
• Analyze customer feedback and provide strategic direction to continuously improve overall rating
• Respond to guests needs and anticipate their unstated ones
• Expect and react promptly to guests’ requirements and inquiries
• Actively listen and resolve guests’ complaints
• Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
• Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
• Promote all amenities, conveniences and programs offered
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Appraise team’s performance and produce reports
• Examine activities logbook, assign tasks appropriately and implement control schedule daily