Guest Relation Manager

2 weeks ago

Lahore, Punjab, Pakistan HR Outsourcing and Consulting Full time
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
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