What are the responsibilities and job description for the Guest Relations Manager position at Mandarin Oriental?
Duties and Supporting Responsibilities
- Provides upscale guest service experiences for clients throughout their stay
- Ensures clients are properly greeted upon their arrival
- Monitors daily bookings and ensure assigned rooms are prepared prior to check-in. Inspecting them when needed.
- Coordinate luggage collection and storage
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Promptly address guests’ requests.
- Actively listen to and resolve complaints with the support of other key players.
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure all customer concerns are addressed in a timely manner
- Inform clients of our hotel services, including breakfast and dining options
- Promote all hotel amenities, conveniences and programs offered
- Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
- Appraise team’s performance and produce regular reports
- Liaise with housekeepers and wait staff to provide an overall comfortable guest experience
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel clients
- Ensuring and providing flawless, upscale, professional and high class guest service experiences
- Analyzing customer feedback and providing strategic direction to continuously improve overall rating
- Responding to guests needs and anticipating their unstated ones
