Guest Relations Manager

Responsibilities

Manage all aspects of guest relations, ensuring tailored service and addressing individual needs and preferences; Recruit, train, and mentor staff while fostering a culture of excellence and maintaining high performance standards; Work with various departments to ensure seamless service delivery and promote hotel amenities effectively; Assist in budget development, analyze financial reports, and monitor expenses related to guest services and amenities; Design engaging programs, handle complaints professionally, and oversee the guest journey from pre-arrival to post-departure; Ensure all associates are informed of new policies, maintain brand integrity, and always represent the hotel professionally

Requirements

Minimum 5-6 years’ relevant experience in a sizeable luxury hotel, with at least 2 years in a similar capacity; Solid knowledge on the courteous manner of handling guest’s inquiries and complaints; Proven managerial abilities in people management, strategic planning and decision making; High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills; Possess a thorough knowledge of the Front Office systems, such as Opera, Unifocus, Alice and Vingcard

Nice to have

Degree or Higher Diploma in Hospitality or Tourism management is an advantage; Proficiency in English, Putonghua and Cantonese is preferable