Hospitality

I want to learn about careers as a Guest Relations Manager

Job Title – Guest Relations Manager

Description

A Guest Relations Manager generally works in a hotel and needs to greet guests as they arrive. He/she also checks-in guests; giving facts on the various amenities that are offered. Guest relation managers also foresee and respond to the needs of guests, and at the same time, listen to and resolve guest complaints.

Typical Job Activities

Provides upscale guest service experiences for clients throughout their stay
Ensures clients are properly greeted upon their arrival
Monitors daily bookings and ensures assigned rooms are prepared prior to check-in
Coordinates luggage collection and storage
Oversees check-in and check-out procedures, including reservations and financial transactions
Promptly addresses guests’ requests, like in-room dining
Actively listens to and resolves complaints
Ensures special guests, like disabled people, elderly, children and VIPs, receive personalized services
Coordinates and manages communication between guests and staff and follows up to ensure customer concerns are resolved
Informs clients of hotel services, including breakfast and dining options
Promotes all hotel amenities, conveniences and programs offered
Manages guest relations team (including receptionists and concierges) to ensure they comply with all standards and operating procedures
Appraises team’s performance and produces regular reports
Liaises with housekeepers and wait staff to provide an overall comfortable guest experience
Examines daily duties, assigns tasks and checks on progress
Analyses customer feedback from hotel guestbook and online reviews and suggests ways to improve ratings
Recommends local tourist spots, including places to dine, shop and sightsee
Establishes friendly relationships with regular hotel clients

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Related Occupations

Hotel Manager
Front Office Manager
Hotel Concierge
Guesthouse Manager
Restaurant Manager

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Educational Requirements

Senior Certificate with matric exemption for a BSc degree in Hospitality Management, Tourism, Business Administration or relevant field
Senior Certificate for a diploma course in related fields

Compulsory subjects: Languages
Recommended subjects: Mathematics, Travel and Tourism, Hotel keeping and Catering

Workplace requirements

Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
Understanding of all hotel management best practices and relevant laws
Hands-on experience with Hotel Management Software (PMS)
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
Ability to work flexible hours
Strong sense of responsibility and a professional presentation

What natural skills and/or aptitudes do I need for this occupation?

Be able to work with all kinds of people
Have good communication skills
Be very versatile
Have a knowledge of South Africa's places of interest, geography, its unique history, politics and flora and fauna
Have organisational skills
Be able to deal with unexpected situations

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Employment Opportunities

Moderate

Market Competitiveness

High

Income Potential

Moderate

Self-Employment Opportunities

High

International Employment Opportunities

Moderate

Possible Employers

Hotels
Restaurants
Guesthouses
Hospitals
Private clubs

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Relevant Contact Details

Hotel School
http://bit.ly/1SgY1Rs

The Hospitality Industries Training Board
Tel: (011) 803 6010

Career Progress and Path

Work performance
Experience in related fields

Possible Career Paths

Specialist career in the specific field
Management positions in the specific field

Employment Stability

Moderately stable

Reasons to consider this career:

I can work flexible hours
I can be of service to people
I am very interested in a specific subject or field
I can communicate and interact with people

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