Job Summary: 

• Establish a relationship with guests prior to arrival, during their stay, upon departure, and after departure.
• Serve as the main point of contact for guests, providing assistance and support throughout their stay.
• Assist the Front Office Manager with day-to-day operations in line with hotel service standards.
• Create, administer, organize, and communicate hotel activities.
• Handle and resolve guest complaints promptly and professionally.
• Actively seek opportunities to develop and create tools that enhance the guest experience.
• Liaise with other departments and outside contractors to ensure excellent service delivery.
• Work directly with Heads of Departments to resolve guest complaints effectively and efficiently.
• Manage and motivate the team, ensuring they are well-trained, engaged, and committed to performance.

Skills on Resume: 

• Guest Relations (Soft Skills)
• Problem Solving (Soft Skills)
• Conflict Resolution (Soft Skills)
• Team Management (Soft Skills)
• Communication Skills (Soft Skills)
• Activity Coordination (Hard Skills)
• Hotel Operations (Hard Skills)
• Service Standards (Hard Skills)

Job Summary: 

• Count all management duties in accordance with agreed standards.
• Take control and responsibility for management shifts.
• Oversee the smooth running of all departments.
• Assist with the management of functions and conferences in the hotel.
• Liaise with guests and management to ensure all guest complaints are resolved quickly and efficiently.
• Ensure the highest level of customer care is maintained at all times.
• Assist with the training of employees.
• Support the smooth running of hotel functions.
• Ensure reasonable care is taken for the health and safety of yourself, employees, guests, and all persons on hotel premises.
• Carry out fire and accident procedures.
• Uphold the highest standards of service, cleanliness, technical operation, and safety throughout the hotel.

Skills on Resume: 

• Shift Management (Hard Skills)
• Operational Oversight (Hard Skills)
• Guest Relations (Soft Skills)
• Customer Care (Soft Skills)
• Employee Training (Hard Skills)
• Health Safety Compliance (Hard Skills)
• Service Standards (Soft Skills)
• Emergency Procedures (Hard Skills)

Job Summary: 

• Manage all staff and operations of the Guest Relations Department to ensure consistently high service levels and work efficiency.
• Continuously improve service quality and departmental efficiency through proactive initiatives.
• Deliver personalized, prompt service to guests from arrival through departure.
• Prioritize attention for in-house guests and local VIPs attending hotel functions.
• Oversee room inspections to confirm cleanliness, amenities forecasting, procedural compliance, and timely delivery.
• Lead and embed guest care and customer delight programs across the team.
• Safeguard guest satisfaction through proactive engagement and swift resolution of issues.
• Elevate online ranking by encouraging satisfied guests to post positive reviews.
• Consolidate and track guest feedback and complaints from multiple sources, including online reviews, comment cards, and internal reports.
• Review feedback results daily and communicate updates and action items to relevant departments.

Skills on Resume: 

• Staff Management (Hard Skills)
• Operational Oversight (Hard Skills)
• Service Quality Improvement (Soft Skills)
• Guest Relations (Soft Skills)
• Room Inspections (Hard Skills)
• Customer Delight Programs (Soft Skills)
• Issue Resolution (Soft Skills)
• Feedback Analysis (Hard Skills)

Job Summary: 

• Ensure all guests receive personalized services while overseeing and coordinating all arrivals and departures.
• Deliver upscale guest service experiences, from welcoming upon arrival to ensuring satisfaction throughout their stay.
• Coordinate and manage communication between guests and internal teams, following up to resolve concerns effectively.
• Oversee luggage collection, delivery, and secure storage for guests.
• Proactively plan and respond promptly to guest requirements and inquiries.
• Conduct interviews and onboard new hires in line with People & Culture department guidelines.
• Manage team member relations by coaching, mentoring, and collaborating with the People & Culture department.
• Oversee supplier relationships and maintain agreements.
• Handle IT management responsibilities, including troubleshooting.
• Manage staff operations for a small team and oversee any additional small projects.

Skills on Resume: 

• Guest Service (Soft Skills)
• Arrival Coordination (Hard Skills)
• Communication Management (Soft Skills)
• Luggage Oversight (Hard Skills)
• Guest Response (Soft Skills)
• Staff Onboarding (Hard Skills)
• Team Coaching (Soft Skills)
• IT Management (Hard Skills)

Job Summary: 

• Provide exceptional service to all clientele.
• Hire new team members for all non-management positions within the store with the advice and consent of the Store Director.
• Train new team members thoroughly to ensure exceptional service, answer their questions, and encourage them.
• Write the schedule for Guest Relations Associates.
• Evaluate new team members during the probationary period on their customer service abilities.
• Monitor and assist cashiers with all functions relating to cash register operation and proper cash handling techniques.
• Assist other departments and learn additional departmental functions when required.
• Evaluate carry-outs to ensure that quick, efficient carry-out service or parcel pick-up service is provided to all customers.
• Oversee the Front End to ensure associates remain focused on the customer and company standards.
• Learn to perform all functions of the Customer Service Desk.
• Assist with office and bookkeeping functions at the store level.
• Comply with all company policies, including adherence to the dress code and wearing a name tag.

Skills on Resume: 

• Client Service (Soft Skills)
• Staff Hiring (Hard Skills)
• Employee Training (Hard Skills)
• Schedule Management (Hard Skills)
• Staff Evaluation (Soft Skills)
• Cash Handling (Hard Skills)
• Department Support (Soft Skills)
• Front End Oversight (Hard Skills)

Job Summary: 

• Collaborate with all relevant departments and subdivisions to ensure a fully integrated guest relations process with service level alignment.
• Define guest-related communication and liaison strategies, and implement training programs for service providers, volunteers, and the workforce.
• Map out end-to-end VIP and VVIP guest journeys, ensuring high standards of front-end service and effective resolution of guest concerns.
• Collaborate to establish fit-for-purpose and fully integrated event IT solutions for invitation management, guest communication, and seat management.
• Monitor guest requests and bookings, including program attendance, ticket availability and distribution, travel, accommodation, and transport, while implementing a change management process.
• Establish policies and guidelines for guest management and protocol requirements for VIP/VVIP guests and other dignitaries.
• Manage guest relations, human and material resources in collaboration with internal and external stakeholders and partners.
• Keep the project within defined objectives and milestones by ensuring staff understand responsibilities and resources are aligned for successful execution, including adjustments, reporting, and conflict resolution.
• Oversee construction and event set-up to ensure operational and structural readiness in line with requirements.
• Provide timely progress reports to the line manager.
• Attend site visits and inspections.

Skills on Resume: 

• Guest Relations (Soft Skills)
• Communication Strategy (Soft Skills)
• VIP Journey Mapping (Hard Skills)
• Event IT Solutions (Hard Skills)
• Booking Management (Hard Skills)
• Policy Development (Hard Skills)
• Resource Management (Soft Skills)
• Project Oversight (Hard Skills)

Job Summary: 

• Prepare and report the section’s annual budget.
• Control and monitor section costs.
• Promote the loyalty reward program actively to increase hotel revenue.
• Understand group standards, share updates with team members promptly, and ensure they receive the newest information.
• Clarify team goals, ensure every team member understands them, and demonstrate cooperation and trust with colleagues.
• Develop and coach high-potential staff.
• Inspire others to excel by clearly communicating, recognizing strong performance, and supporting or coaching team members who need improvement.
• Plan and organize team-building activities.
• Maintain knowledge of the hotel’s newest promotions and products.
• Build and maintain positive relationships with customers.

Skills on Resume: 

• Budget Management (Hard Skills)
• Cost Control (Hard Skills)
• Loyalty Promotion (Hard Skills)
• Standards Compliance (Hard Skills)
• Team Alignment (Soft Skills)
• Staff Development (Soft Skills)
• Performance Coaching (Soft Skills)
• Customer Relations (Soft Skills)

Job Summary: 

• Discover and exceed customer needs.
• Maintain profiles of repeat customers.
• Plan and organize hotel cocktail events, identify guest needs through clear communication, and resolve issues immediately.
• Train team members in personal service knowledge to ensure guests are delighted at all times.
• Organize and conduct regular meetings related to loyalty program activities, update information promptly, and ensure members gain their benefits and recognition.
• Follow up on guest complaints and determine the best solutions.
• Initiate corrective action for hazardous situations and notify supervisors of potential dangers.
• Respond actively to hotel energy-saving initiatives.
• Understand and adhere to green hotel standards.
• Support the General Manager in the creation of budgets and forecasts.
• Reach KPIs successfully, analyze reports, and action plans to ensure the best results.

Skills on Resume: 

• Customer Needs (Soft Skills)
• Guest Profiles (Hard Skills)
• Event Planning (Hard Skills)
• Service Training (Hard Skills)
• Loyalty Management (Hard Skills)
• Complaint Resolution (Soft Skills)
• Safety Compliance (Hard Skills)
• KPI Achievement (Hard Skills)

Job Summary: 

• Take a leadership role in engaging with guests, associates, and business partners to consistently meet and exceed expectations.
• Act as a coach and mentor to associates, fostering high engagement, career development, and strong retention that reinforces company culture.
• Manage costs and revenues within Guest Relations while maintaining brand and quality standards.
• Identify opportunities for improvement, motivating the team to contribute to initiatives that enhance the overall brand experience.
• Oversee daily departmental operations, ensuring compliance with procedures, efficient scheduling, and clear communication among staff.
• Lead the recruitment, training, coaching, and mentoring of both new and existing associates.
• Ensure compliance in all front office systems, including billing accuracy, group billing, and seamless check-in and check-out processes.
• Supervise the guest feedback process, ensuring responses are timely and improvements are continuously made.
• Collaborate with the Revenue Manager on guest packages, work with Reservations and Front Desk on upselling, and monitor performance against daily, weekly, and monthly revenue targets.
• Maintain responsibility for smooth daily operations across all functions.
• Guarantee a 5-star guest experience by ensuring service excellence at all times.

Skills on Resume: 

• Guest Engagement (Soft Skills)
• Team Mentoring (Soft Skills)
• Cost Management (Hard Skills)
• Process Improvement (Soft Skills)
• Operations Oversight (Hard Skills)
• Staff Development (Soft Skills)
• System Compliance (Hard Skills)
• Feedback Management (Soft Skills)