Duties and responsibilities

• Ensure and provide the required complete reservation information to the Restaurant Manager

• Manage the sitting in collaboration with the Restaurant Manager

• Inform of ALL changes and cancellations of the restaurant reservation plan directly and immediately to the Restaurant Manager

• Ensure and provide flawless, upscale, professional and high class guest service experiences

• Analyse customer feedback and provide strategic direction to continuously improve overall rating

• Respond to guests needs and anticipate their non stated 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

 

Qualifications

• 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

 

Working conditions

The Guest Relations Manager position requires a person to work in special working conditions.

 

Special working conditions cover a range of circumstances from regular evening and weekend work, shift work, working outdoors and working with challenging clients.

 

The Guest Relations Manager MUST follow the time-schedule of the restaurant team.

 

Collaborate with all other departments for the best results, in the best manner, in good professionalism and good faith.

 

Inform the restaurant team of all changes or cancellations immediately.

 

The Guest Relations Manager is responsible for all reservations that are made via telephone, e-mail, facebook, on-site and must always collaborate with the Restaurant Manager at all times for optimum results.

 

Physical requirements

The Guest Relations Manager’s position is a mentally demanding position. You will be required to stand for extended periods of time and be responsible for the entire reservation, hosting and sitting methods and operations during service and also assisting guests in any information they might require.