Guest Relations Manager

Assist the General Manager in continuously improving the overall ratings
- Represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests
- Accountable for resolving all issues to the guest satisfaction while following up to ensure complete service recovery.
- Schedules the Guest Relations Officers in order to provide full coverage at the desk
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Conduct and Appraise team's training and their performance
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from guest book and online reviews and suggest ways to improve ratings
- Ensure team well trained

**Job Requirements**:

- Proven work experience as a Guest Relations Manager
- Proven leadership and managerial skills
- Understanding of all hospitality and FnB management best practices and relevant laws
- Proficiency in English; knowledge of other languages is a plus
- Customer service drive with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills
- Leadership skills along with the ability to motivate a team into high performance
- Strong sense of responsibility and a professional presentation