Guest Relations Manager - Hotel Operations

Guest Relations Manager - Hotel Operations Job Snapshot Role:
Guest Relations Manager

Location:

Abu Dhabi, United Arab Emirates Industry: Hospitality Function:
Guest Services-Concierge

Experience:

2-4 years of related experience depending on education Job Type: Full-time Job Number  Position Type Management Work Arrangement This is an on-site position and is not located remotely.

As Manager on Duty, the Guest Relations Manager provides management presence throughout the property and takes responsibility for situations requiring operational or guest-service intervention. The role manages the flow of guest questions within the lobby, directs guests appropriately, responds to service concerns, and maintains accurate tracking of guest issues.

• Maintain strong working relationships with all departments to support property operations and hotel objectives.
• Help expedite the resolution of operational problems that arise throughout the property.
• Communicate variations from established operating standards to the appropriate department in a timely manner.
• Distribute the Manager on Duty report to all departments each day.
• Support continuous improvement in service performance.
• Ensure compliance with applicable policies, standards, and procedures.
• Keep guest satisfaction at the center of departmental discussions and improvement activities.

• Intervene in guest or associate situations when necessary to protect property integrity, guest satisfaction, and associate well-being.
• Provide immediate assistance to guests when requested.
• Demonstrate outstanding hospitality and set a positive example for guest relations.
• Respond professionally to guest concerns, problems, and complaints.
• Empower associates to provide excellent customer service.
• Ensure associates understand established customer service expectations and parameters.
• Engage regularly with guests throughout the property to obtain feedback on products, service levels, and overall satisfaction.
• Participate in developing and implementing corrective action plans designed to improve guest satisfaction.
• Record guest concerns and service issues in the guest response tracking system.

The Guest Relations Manager reviews staffing levels to ensure guest service requirements, operational needs, and financial objectives are appropriately supported. The position also reviews financial statements, sales and activity reports, and other performance information to evaluate productivity, progress toward goals, opportunities for cost reduction, and areas where programs can be improved. The manager is also responsible for understanding and complying with applicable loss prevention policies and procedures.

• Participate when required in investigations involving associate or guest accidents.
• Observe associate service behaviors and provide constructive individual feedback.
• Conduct regular inspection tours throughout the property, reviewing appearance, safety, staffing, security, and maintenance.
• Recognize team achievements and individual contributions.
• Ensure associates are cross-trained to support successful daily operations.
• Help ensure property policies are administered fairly and consistently.
• Ensure disciplinary procedures and documentation are completed according to Standard Operating Procedures and Local Standard Operating Procedures.
• Support the Peer Review Process where applicable.

The position requires an understanding of property emergency plans and the ability to implement them when necessary. These procedures may cover accidents, deaths, elevator incidents, theft, serious crimes, bomb threats, fires, and other emergencies affecting guests, associates, or hotel operations.

• High school diploma or GED with 4 years of experience in guest services, front desk, housekeeping, or a related professional area. OR
• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality