CANDIDATE PROFILE

 Education and Experience

• High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

 CORE WORK ACTIVITIES

Assisting in Managing Guest Services and Front Desk Operations

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supervises employees, understanding employee positions well enough to perform duties in employees' absence.

Maintaining Guest Services and Front Desk Goals

• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish work.

• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Assists with energy conservation efforts by monitoring compliance during property tours.

Supporting Projects and Policies Related to Guest Experience and Safety

• Supports implementation of the customer recognition/service program, communicating and ensuring the process.

• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Assists in generating the MOD report.

• Monitors activities for compliance with all policies, standards and procedures.

• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

• Understands and complies with loss prevention policies and procedures.

Providing Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Helps employees to provide excellent customer service.

• Assists in coaching and providing feedback to associates.

• Maintains high visibility in public areas during peak times.

• Provides immediate assistance to guests as requested.

• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

• Records guest issues in the guest response tracking system.

Managing and Conducting Human Resource Activities

• Supports manager in identifying development opportunities for assoicates.

• Provides guidance and direction to subordinates.

• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

• Communicates any variations to the established norms to the appropriate department in a timely manner.

• Participates as needed in the investigation of employee and guest accidents.

• Performs Front Desk duties in high demand times.

Guest Relations Manager

CANDIDATE PROFILE Education and Experience • High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area. OR • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Assisting in Managing Guest Services and Front Desk Operations • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. • Encourages and builds mutual trust, respect, and cooperation among team members. • Serves as a role model to demonstrate appropriate behaviors. • Supervises employees, understanding employee positions well enough to perform duties in employees' absence. Maintaining Guest Services and Front Desk Goals • Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Develops specific goals and plans to prioritize, organize, and accomplish work. • Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. • Assists with energy conservation efforts by monitoring compliance during property tours. Supporting Projects and Policies Related to Guest Experience and Safety • Supports implementation of the customer recognition/service program, communicating and ensuring the process. • Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. • Assists in generating the MOD report. • Monitors activities for compliance with all policies, standards and procedures. • Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. • Understands and complies with loss prevention policies and procedures. Providing Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and retention. • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. • Serves as a leader in displaying outstanding hospitality skills. • Sets a positive example for guest relations. • Helps employees to provide excellent customer service. • Assists in coaching and providing feedback to associates. • Maintains high visibility in public areas during peak times. • Provides immediate assistance to guests as requested. • Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. • Records guest issues in the guest response tracking system. Managing and Conducting Human Resource Activities • Supports manager in identifying development opportunities for assoicates. • Provides guidance and direction to subordinates. • Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Additional Responsibilities • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. • Analyzes information and evaluating results to choose the best solution and solve problems. • Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. • Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. • Communicates any variations to the established norms to the appropriate department in a timely manner. • Participates as needed in the investigation of employee and guest accidents. • Performs Front Desk duties in high demand times.

Guest Relations Manager in Mumbai (UID-15374)

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