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Guest Relations Manager

  • JR-00547
  • Front Office
  • Full time
  • Permanent
  • Mandarin Oriental, Boston

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

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