Guest Relations Manager at Bradfield Consulting

You will furnish clients with above-and-beyond service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honoring guests’ requests and to achieve high levels of guest satisfaction and engagement.


RESPONSIBILITIES

• 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 inquires
• 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

SKILLS AND COMPETENCIES

• Good communication skills both written and verbal, with the ability to complete relevant paperwork.
• Planning and organizational skills
• Previous supervisory experience

EDUCATION AND EXPERIENCE

• BS degree in hospitality management, business administration or related field
• At least 5 – 7 years’ experience in the hospitality industry
• Proven working experience as guest relations manager
• Working experience in hospitality
• Adequate knowledge of personalized 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