Guest Relations Manager Job Description

The general manager for a resort, hotel, or other hospitality facility that deals with guests.

A general manager manages all aspects of a hotel, including housekeeping, maintenance, food and beverage, and human resources.

Updated on:     
October 7, 2022

Job Brief:

We're looking for a Guest Relations Manager who is passionate about providing outstanding customer service. The ideal candidate will have experience managing a team of customer service representatives and will be able to resolve customer complaints in a timely and efficient manner. If you have a strong commitment to customer satisfaction and are looking for a challenging role, we want to hear from you!

Guest Relations Manager Duties:

  • Manage and oversee lodging staff, ensuring a high level of professionalism is provided to guests and that all policies are adhered to
  • Develop and manage a staff that is motivated, creative, and continually strives to improve
  • Maintain and update standards of guest services
  • Ensure proper staffing of departments and daily operations, and delegate tasks to appropriate people
  • Maintain effective communication between departments
  • Develop, communicate, and enforce policies and procedures that engage all departments in employee development and positively affect guest satisfaction
  • Ensure the effective operation of the front office, room division, and front desk
  • Develop detailed, daily work schedules, track hours, and ensure they are completed

Guest Relations Manager Responsibilities:

  • Respond to guest inquiries and complaints with a professional, courteous, and efficient manner, providing appropriate, timely, and knowledgeable answers to any issues
  • Provide assistance to ensure guests stay well informed throughout their stay
  • Ensure information is accurate, up to date, and easy to access
  • Assist with guest check-in and check-out
  • Create and maintain reservations and process payment to guarantee guest satisfaction
  • Maintain a safe and clean property
  • Ensure that management information (including, but not limited to, room inventories, property reports and performance data) is accurate and up to date

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Requirements And Skills:

  • Bachelor’s degree in hospitality management or related field
  • 1+ years’ proven experience in a supervisory role
  • Excellent organizational, communication, and customer service skills
  • Experience managing a team within a hospitality environment
  • Excellent computer skills, including Microsoft Office
  • Experience with retail

At Company Name, we believe that diversity and inclusion are key to success. We are committed to building a team that reflects a variety of backgrounds, experiences and perspectives. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.