Guest Relations Manager

3 weeks ago

London, Greater London, United Kingdom Marriott International Full time

Guest Relations Manager Role Overview

Marriott International is seeking a highly skilled Guest Relations Manager to join our team. As a Guest Relations Manager, you will be responsible for providing exceptional customer service and ensuring that our guests have a seamless and enjoyable stay.

Key Responsibilities:

  • Offer proactive and reactive customer service to meet and exceed guest expectations.
  • Support and follow up with guests' requests, identifying ways to make their stay memorable.
  • Build relationships with VIP and high-profile guests, offering the highest level of customer service.
  • Champion customer service within the hotel, ensuring every guest has a seamless experience.
  • Communicate guest complaints and follow through with department heads and executive office.
  • Monitor and control departmental expenses, including VIP gifts and stationery.
  • Recognize and communicate VIP guests and Marriott Bonvoy elite guests, implementing the hotel's VIP recognition and upgrade program.
  • Compile and distribute lists of anticipated services and amenities to relevant departments.
  • Maintain high visibility in public areas during peak times.
  • Interact with customers to obtain feedback on quality of product, service levels, and overall satisfaction.
  • Record guest issues in the guest response tracking system and follow up as needed.
  • Review comment cards and guest satisfaction results with front office management, identifying trends and suggesting improvements.
  • Make pre-arrival, mid-stay, and post-stay calls to guests to ensure needs are met.
  • Prioritize and resolve any outstanding requests or problems from the previous day.

Requirements:

  • Previous experience working in a guest relations or customer experience department or hotel front office.
  • Experience supervising a team is preferred.
  • Strong communication, customer service, and interpersonal skills.
  • Ability to work alone and as part of a team.
  • Multitasking, organizational, and time management skills.
  • Positive demeanor, influencing skills, conflict resolution, and negotiation skills.
  • Stress management and ability to make decisions under pressure.
  • Dependability and reliability.
  • Innovative and proactive approach.

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