Guest Relation ManagerKhách Sạn 5 Sao Pullman Hải Phòng

• Monitors front office personnel to ensure guests receiving prompt, cordial attention and personal recognition.
• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests' requests, like buggy request, in-room dining, spa booking, yoga and meditation booking...
• Actively listen to and resolve complaints
• 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 we resolve customer concerns
• Inform clients of our hotel services, tours and activities.
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations with other departments to ensure we comply with all standards and operating procedures
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Establish friendly relationships with regular hotel clients
• Providing reports to managers on the guest's feedback and hotel facilities and activities.
• Assumes overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair, and well maintained.
• Inspects frequently for cleanliness and orderliness, all the outlets, on a random basis, VIP rooms prior to arrival
• Schedules and regularly conducts routine inspections of areas.
• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees