Guest Relations Manager Resume Sample
Margaretta Runte
6139 Breitenberg Stravenue,
Los Angeles,
CA
+1 (555) 432 4695
Work Experience
Guest Relations Manager
08/2017
-
PRESENT
Chicago, IL
- Responsible for the selection of employees when necessary and according to the hotel’s staffing guideline
- Compose letters/notes to repeat guests, special occasion and VIP guest’s from General Manager and Guest Recognition Manager, which reflect the Ritz-Carlton “warm, relaxed, yet refined” style
- Note and coordinate compliance with (repeat) guests’ needs, requests, and personal preferences.Ensure proper recognition and preference delivery for all repeats guests
- Anticipate repeat guests’ needs whenever possible and coordinate follow-up with appropriate departments
- Conduct and attend daily line-up’s and departmental meetings
- Organize team meetings and briefings, as well as conduct Colleague Performance Reviews
- Ensure all team members are maintaining the standards of personal presentation and hygiene
Assistant Guest Relations Manager
09/2010
-
06/2017
Phoenix, AZ
- Ensure all shifts are adequately staffed to meet the business demand when scheduling the manpower
- Liase with the Front Office/ Rooms Division Training Manager in regards to training for the Front Office team
- Constantly monitor team member’s performance and give feedback
- Carry out spot checks of the reception and cashiers task to ensure that it is according to standards
- To provide a visual management presence in the Hotel Lobby
- To ensure the safe operation of the hotel
- To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement
- To be informed and compliant with all forms of hotel systems and technology, Opera. Micros, Internet access, telephones and be able to resolve arising issues
- To take a full and accurate handover from the previous shift ensuring that all necessary follow-up are recorded and followed up on
Ho Olei Guest Relations Manager
05/2007
-
04/2010
Los Angeles, CA
- To ensure an accurate and updated Guest logbook; providing a written log of the day’s guest related issues submitted to the FO team
- To be fully conversant with the daily events and respond promptly to the service needs of guests
- To be aware of all guests with special needs, ensuring that we provide easy and efficient access to the hotel using equipment designed for relevant processes i.e. ramp
- To be informed and trained in the resolution of guest IT issues
- To have an understanding of the Front Office and accounting procedures in order to deal with financial issues and their resolution ensuring guest satisfaction whilst adhering to procedures set
- Deputize for the Assistant Front Office Manager and other Front Office section heads when required
- Conduct show round of the hotel when required
- Compose letters/notes to repeat guests, special occasion and VIP guest’s from General Manager
Education
University of Massachusetts Amherst
2002 - 2006
Bachelor's Degree in Related Field
Professional Skills
- Effectively applies strong troubleshooting and problem resolution skills on a daily basis
- Strong background in Guest Relations / Front Office with excellent interpersonal skills and problem solving abilities
- Effective applies strong troubleshooting and problem resolution skills on a daily basis
- Excellent verbal/written communication, presentation and guest contact skills
- Strong management & supervisory skills
- Fluent in oral and written English language and excellent communication skills
- Excellent numeracy, verbal and written communication skills
How to write Guest Relations Manager Resume
Guest Relations Manager role is responsible for english, software, finance, credit, training, database, security, compensation, payroll, immigration.
To write great resume for guest relations manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Relations Manager Resume
The section contact information is important in your guest relations manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Guest Relations Manager Resume
The section work experience is an essential part of your guest relations manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous guest relations manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular guest relations manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Relations Manager resume experience can include:
- Writing - Communicate effectively in writing as appropriate for the needs of the audience
- Exceptional customer service skills- ability to bring our mission of “pleasing people” to life
- Mathematical skills, including basic math, percentages and variances are utilized frequently
- Basic understanding of IT internet set up -- skills required for technology butler
- Talent Management - Provide guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives
- Reading Comprehension - Demonstrate understanding of written sentences and paragraphs in work-related documents
Education on a Guest Relations Manager Resume
Make sure to make education a priority on your guest relations manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest relations manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Guest Relations Manager Resume
When listing skills on your guest relations manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical guest relations manager skills:
- Problem-solver and effective decision making skills
- Ensure amenities / room drops are arranged, organized and placed prior to guest arrival, coordinating effectively with relevant departments
- Excellent leadership, interpersonal and communication skills,
- Excellent communication skills with guests
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills
- Complaint-handling and Problem Solving Skills
List of Typical Experience For a Guest Relations Manager Resume
1
Experience For Assistant Guest Relations Manager Resume
- Immediately respond to and resolve guest concerns in an empathetic manner, offering a sincere apology and providing timely follow-up and/or appropriate compensation if/when necessary
- Champion of the warm welcoming of guests to the hotel and ensure staff adherence to the “5/10 Rule” throughout the guests’ stay (10’ = smile and eye contact, 5’ = formal greeting and offer assistance)
- Possess a good working knowledge of concierge, housekeeping and food & beverage services
- Experience
- Has excellent brand specific culinary, wine and beverage knowledge
- Support Director of Guest Experience in daily operation
- Guest Experience: respond and assist with guest correspondence, follow up and communication with other departments
2
Experience For V.i.p Guest Relations Manager Resume
- Seek out opportunities for guest-centric experiences in all outlets of the hotel
- A solid knowledge of hotel operations, especially in Rooms Division
- Management experience in a customer service function or call center environment
- Want to deliver INCREDIBLE Service and EXPERIENCE for our guests
- Have experience in a Guest Relations or Front Office position or related
- 2 – 4 years of hotel experience or progressive growth in a customer service oriented role, preferably in theme park or hotel/resort operations
- Previous experience in an equivalent managerial or supervisory capacity, ideally within a hotel's front office environment,
- Experience in similar role is essential
- Welcoming and fare welling all guests, ensuring that all their needs and wants are met
3
Experience For Ho Olei Guest Relations Manager Resume
- Managing the complete preparation of all services for arriving guests and VIP's, guest satisfaction programme according to Sofitel service standards
- Maintaining the Hotels reputation through adhering to brand standards, vision and values
- Ensuring the food service times run smoothly and precisely
- Conducting colleagues appraisals and provides timely feedback on performance
- Welcoming guests on Arrival
- Checking guest satisfaction via Market Metrix and Trip Advisor
- Handling clothes in a wardrobe
- Delivering mail, packages, flowers, etc. to VIP guest rooms
4
Experience For Guest Relations Manager Rcdcr Resume
- Assisting the guest with room changes
- Assisting our guests with special requests and reservations to local restaurants, activities and any transportation requests
- Developing new programs and ideas to improve the guest satisfaction i.e. children’s program, Amenity program
- Replenishing ice in room
- Conversing with guests
- Establish initial department training as well as ongoing training on new systems, programs and processes in the department
- Handle Guest concerns and react promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions
- Follows New Hire Training Program and ongoing Service Competency training in accordance with hotel standards
- Partners with Director of Guest Relations in planning and executing new revenue-generating initiatives designed to build and maintain guest loyalty
5
Experience For Korean Guest Relations Manager Resume
- Energize the Guest Relations Process with the other departments and attending Guidance Team Meeting, Rooms Division Meeting and Line-up
- To review the Amenities and Flowers each morning at the Operations meeting
- Dedicate several hours a day to meeting and greeting our guests in the driveway and in the lobby
- Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s and FPC guests
- Oversee room blockings, ensuring guest preferences are taken into account. Coordinate with relevant departments ensuring no delay at Check In
- Assists the Housekeeping department by maintaining the cleanliness of the hotel driveway and lobby areas
- To be visible and available to our in-house guests, making regular contact and obtaining feedback on the hotels facilities and services
6
Experience For Guest Relations Manager / Duty Manager Resume
- Establishes process for pulling and analyzing Guest Relations data/feedback
- Ensures the daily replenishing of amenities through the Housekeeping, and Rooms Service teams
- Ensures accurate communication of information to the Guest regarding all hotel facilities and operating hours
- Applied Learning - Seek and make the most of learning opportunities to improve performance of self and/or others
- Return laundry and dry cleaning to wardrobe/closet, and where appropriate removing tags and pins
- Personally arrange and deliver arriving and/or departing guest’s amenity/gift
- Assists with energy conservation efforts by monitoring compliance during property tours
- Assists Executive Lounge Team in understanding guests’ ever-changing needs and expectations, and how to exceed them
- Dedicate several hours a day to meeting and greeting our guests
7
Experience For Vacation Club Guest Relations Manager Resume
- Assist all the Front of the House Managers in maintaining and making sure our culture and core standards with the staff
- Motivate and drive the guest relations team ensuring a professional and team orientated working environment
- To review our arriving VIPs and Special attention guests as well as our Extended Stay guests in anticipation of their arrivals
- Assist Management team in expediting internal audit procedures to the team
- Assist the Management in establishing an Action Plan to improve guest satisfaction
- Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
8
Experience For Guest Relations Manager Resume
- Maintain appropriate Lobby Coverage at peak times, ensuring all time of the day coverage through Guest Relations Team
- Establish a positive relationship with repeat guests whilst maintaining a professional and attentive manner
- Perform daily quality checks to ensure all reservations have been handled according to the JW Marriott Marquis standards
- Control review and update SOP’s whenever necessary and ensuring that any changes are communicated to all concerned staff
- Maintain records of customer feedback and records of action taken to address complaints and negative rating and/or comments
- Consistently has a presence with our colleagues while balancing the administrative needs of the position
- Ensures that our colleagues’ appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform
9
Experience For Assistant Guest Relations Manager Resume
- Assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees
- Verifies that all company standards are being maintained in each area of the Executive Lounge
- Maintains working condition of Executive Lounge equipment
- Provides a safe working environment in compliance with OH&S
- To attend daily briefing sessions and Hotel/Departmental meetings when required
- Is fully understanding and knowledgeable of all services and facilities
10
Experience For V.i.p Guest Relations Manager Resume
- Is attending trainings if and when requested
- To liaise with the Reservations Department after receiving completed Guest Preference forms, and action them accordingly
- To ensure that orders are placed to ensure timely delivery of VIP amenities for arriving and in-house guests
- To spot-check the delivery of amenities of in-house long-staying guests
- To ensure that every guest checking in is offered a welcome drink
- Train, inspire, develop, and recognize Front Office division colleagues including Front Office, Royal Service and Tours
- Assist in growing Fairmont President Club membership and soon to be Le Club Accor,
- Attends to the special needs of children traveling with Select Guest
- Coordinates the ordering and delivery of flowers in advance of guest arrival
List of Typical Skills For a Guest Relations Manager Resume
1
Skills For Assistant Guest Relations Manager Resume
- Several years of experience in the front office/ guest services operations, including supervisory experience at a hotel of similar size and complexity
- Ensure that appraisal are conducted effectively in Front Office department and recorded according to Jumeirah and Policy
- Coaches and develops specialists in soft skills and guest recovery techniques in order to deliver key results and build a high performing team
- Ensures labor management is closely monitored and effectively administered
- Food and Beverage skills
- Front Office Reception skills are an advantage
2
Skills For V.i.p Guest Relations Manager Resume
- Handling all guest inquiries prior to arrival, during their stay and post departure
- Inspecting VIP's hotel room prior to the guests’ arrival
- At least one year of previous experience working in the service industry and interfacing with internal and/or external customers
- Offers creative ideas for delivering the guest experience and achieving operational/financial targets
- Have a good basic knowledge of cigars, storage, handling and lighting
- Liaise positively with all departments to ensure complete well-being and luxury experience for the guests
- Have international working experience
- Ensure gracious welcome experiences for arriving guests
- Oversees the daily management of the guest experience, providing hands-on guidance and support to all departments where necessary
3
Skills For Ho Olei Guest Relations Manager Resume
- Place phone calls and emails to arriving guests prior to arrival to ensure all preferences are recorded and coordinated for arrival of VIP guests
- Oversee the arrival experience for all VIPs and Transportation guests; Room Blockings, Meet and Greet, Check In, Rooming
- Technologically savvy, possessing a strong knowledge of all Microsoft Office software, Opera Property Management System, KnowCross, and GoConcierge
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the
- Assist Director of Guest Experience in implementing Meet and Greet program
4
Skills For Guest Relations Manager Rcdcr Resume
- Represents Guest Experience / be the voice of the guest daily at the morning briefings with updates and highlights points for improvement and guest praise
- Operate computer systems, including Opera
- Demonstrates the ability to resolve difficult guest situations which result in a positive outcome
- Experience interfacing with senior-level management
- Previous managerial experience in a Guest Relations function
- Front Office / Guest Relations experience/background
- Has the ability to build strong relationship with guest, ambassadors and hotel
- Good knowledge in PMS – Opera is an advantage
- Oral Comprehension - Demonstrate ability to listen to and understand information and ideas presented through spoken words and sentences
5
Skills For Korean Guest Relations Manager Resume
- Experience in Hotel loyalty programs, such as Fairmont’s Presidents Club
- Previous Guest Service management experience or similar
- Previous reservations/front office experience
- Excellent command of spoken and written Portuguese and English
- Good knowledge of the office and hotel usual computer programs (MS Office, Opera)
- Demonstrates accountability and creates results
- Experience in a Front Office based role
6
Skills For Guest Relations Manager / Duty Manager Resume
- Or more of progressive hotel Rooms Management experience
- Local market experience and contacts essential
- To ensure that all relevant departments are advised of guest history requests/preferences prior to arrival
- Previous experience in restaurant/retail customer service highly desired
- Builds strong relationships with all Select Guest and assumes the role of main contact for them
7
Skills For Vacation Club Guest Relations Manager Resume
- Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
- Work in coordination with the Culinary Team to enhance the arrival experience for VIPs through exceptional amenity programs
- Previous leadership experience in Guest Services required
- Previous leadership experience in a Front Office Operation or similar capacity required
- Excellent knowledge of Front Office and Hotel procedures required
- Min 6 month to 1 year of Assistant manager experience within the rooms division
- Excellent English oral and written
8
Skills For Guest Relations Manager Resume
- Assisting in handling guests incoming faxes, mail and packages
- Offering packing and unpacking service
- Driving GOP through meeting or exceeding the upgrade and walk in goals
- Welcoming the guest to their accommodation and advising of facilities within their room
- Understanding and fulfilling the guest’s needs for security, confidentiality, privacy and the Privacy Requested Policy within hotel
- Sorting and storing other clothes & items in room
9
Skills For Assistant Guest Relations Manager Resume
- Providing flowers and arranging flowers
- Managing and overseeing the operation of the Hotels' Airport on-site Meet and Greet points (Airside and Landside)
- Maintaining and delivering the utmost level of guest service to the Hotel’s Loyalty and VIP guests
- Resolving and responding to guest issues received through correspondence or submitted through the Guest Satisfaction Survey
- Making his or her own personal introduction
- Explaining to guests what services a GRM can offer
- Addressing Royalty, Heads of State and other VIP guests
10
Skills For V.i.p Guest Relations Manager Resume
- Dealing with guests in a fast and accurate manner
- Attending to guest requests in a prompt and courteous manner
- Handling guest’s special IRD and Spa requests
- Writing hand-written notes to guests
- Guiding the guest to achieve correct computer, e-mail and internet access
- Servicing the guests needs: immediate action
- Understanding guests’ different cultures, moods and emotions
List of Typical Responsibilities For a Guest Relations Manager Resume
1
Responsibilities For Assistant Guest Relations Manager Resume
- Working knowledge of business English and spelling
- Complete the blocking of rooms for all Special Attention and VIP guests, according to established procedures
- Overall responsible for ensuring and maintaining the entire range of services offered for the VIP guests with the aim to maximum guest satisfaction
- Meet with Front Desk Assistant Managers and Housekeeping Managers to review business status and follow up items
- Assist in facilitating regularly-scheduled nightly briefings and regular operational meetings
- Ensures operations comply with brand clarity statement while working the location
- Track monthly ROI (folio spent during return stays)
2
Responsibilities For V.i.p Guest Relations Manager Resume
- Participate in the preparation of the Guest Relations section operating budget and financial plans together with Front Office Manager
- Develop plans to increase revenue through up selling and active promotion
- Develop plans to increase the hotel revenue by cross selling the hotel outlets
- Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management
- Verify Ambassador and IHG Rewards status for arriving guests
- Coordinates hotel participation in corporate Marketing programs
- Reviews Group Resumes and Billing Profile information
3
Responsibilities For Ho Olei Guest Relations Manager Resume
- Attends all appropriate hotel meetings and training sessions
- Organize long stay cocktail in appreciation for guests’ support and build loyalty
- Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
- Compile, analyze and control guest relations’ costs
- All preferences, special requests, MOD issues and general notes are to be updated in the guest profile for future reference
- Ensure guests are assigned the correct VIP status and actioned appropriately
- Assist with problem resolution where appropriate, follows up when necessary. Ensure records are updated through Guestware and MOD reports
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure Bellagio’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment
4
Responsibilities For Guest Relations Manager Rcdcr Resume
- Train and fulfill training role in the absence of the trainer
- Ensure that all guests’ requests are met and recorded in Go Concierge
- Responsible for Fairmont President’s Club program and is designated hotel champion
- Champion of Local Measure for Room’s Operation team to ensure all alerts are actioned by various departments
- Assist in ensuring the highest level of attention and service is provided for all VIP’s during the pre-arrival, arrival, occupancy, departure, and post-departure phases
- Inspect all Special Attention and VIP guestrooms daily to ensure that all standards are met.Coordinate and communicate efforts with all departments as required
- Ensure the pre-registration of Special Attention and VIP guests and coordinate the prompt delivery of room service amenities; ascertain arrival/departure information for all VIP guests
5
Responsibilities For Korean Guest Relations Manager Resume
- Play a key role in the effective performance management of associates including, however not limited to ongoing coaching & training, the performance appraisal process, and progressive disciplinary process
- Act as a liaison with guests and associates in matters that require immediate concern resolution, including any emergency situations that arise while on duty
- Maintain a flexible schedule to meet the business needs of a 24/7 hotel environment
- Convey the hotels image and atmosphere through an exemplary attitude, warm and friendly welcome and farewell, availability and frequent presence in the hotel lobby.
- Monitors and reviews guest contact areas throughout the hotel to ensure unwavering adherence to service standards, policies and processes with a focus on the guest experience
- Continually collects and reviews guest feedback with teams and counterparts in an effort to minimize defects and maximize guest satisfaction
6
Responsibilities For Guest Relations Manager / Duty Manager Resume
- Monitors standard protocol related to cleanliness, health, liability, safety, and security throughout the Hotel. (e.g. identifying potential hazards, incident reporting, emergency response, evacuation procedures, etc.)
- Assists the Front Office manager in drawing the schedule for the team and on managing the payroll
- Lead and manage all aspects of the Guest Relations department and ensure all service standards are followed
- Follow up the Enrollments Target and assure it’s achieved
- Follow up the Guest Satisfaction Target and assure it’s achieved
- Supports all company initiatives
7
Responsibilities For Vacation Club Guest Relations Manager Resume
- Executes show quality standards at all times
- Maintains positive relationships with guests and obtains regular feedback
- Ensures all security, safety and sanitation standards are met
- Lead and manage all aspects of the Guest Relatons department and ensure all service standards are followed
- A diploma in Hospitality Operations/Management or equivalent
- Proficiency in the use of computer
8
Responsibilities For Guest Relations Manager Resume
- Fluency in English and other European languages
- Ensure that all guests' requests are met and recorded in Go Concierge
- Keep the Director of Guest Experience informed on all pertinent information related to the Department and reports irregularities and problems as they occur along with recommendations and solutions
- Identify performance issues and bring them to employee's attention in a positive manner; Provide employees with tools and resources to correct the performance issues
- Provide information to supervisors and other co-workers by telephone, in written form, e-mail, or in person
9
Responsibilities For Assistant Guest Relations Manager Resume
- Inform and/or updates executives, peers and subordinates on relevant information in a timely manner
- Analyze information and evaluates results to choose the best solution and solve problems
- Communicate any variations to the established norms to the appropriate department in a timely manner
- Participate as needed in the investigation of employee and guest accidents
- Extensive knowledge of all hotel departments
- Knowledge of computer programs utilized in property management
10
Responsibilities For V.i.p Guest Relations Manager Resume
- Familiarize in compliance with local laws and safety regulations
- Ensure team members are trained on systems, security and service and quality standards
- Provides guests with prompt service, professional attention and personal recognition
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
- Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
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