Guest Relation Manager

HR Outsourcing and ConsultingLahore, Punjab, Pakistan

30+ days ago

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

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Manager • Lahore, Punjab, Pakistan

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