Guest Relations Manager

AccorHotel•Miami Beach, FL

12h

About The Position

JOB OVERVIEW: Under the general guidance of the Director of Front Office, the Guest Relations Manager is responsible for overseeing all Guest Experience functions, including managing Guest Service & Guest Relations Agents, Concierge, and VIP services. This role ensures the highest levels of hospitality and service by managing guest interactions, addressing inquiries, and resolving service issues promptly. Serving as a key representative of hotel management, the Guest Relations Manager proactively enhances the guest journey from pre-arrival to departure and collaborates closely with all hotel departments to maintain service standards that exceed brand expectations and drive overall guest satisfaction.

Responsibilities

Manage day-to-day operations to consistently deliver quality service that meets or exceeds customer expectations.
Provide exceptional guest services that enhance satisfaction and encourage guest loyalty and retention.
Identify and address guest needs by communicating effectively, offering guidance, and providing constructive feedback and coaching to team members.
Proactively intervene in guest or employee issues to maintain property integrity, ensure guest satisfaction, and support employee wellbeing.
Lead by example through demonstrating outstanding hospitality skills and setting a positive standard for guest relations.
Empower and motivate employees to deliver excellent and personalized guest service at all times.
Monitor employee service behaviors closely and provide timely, individual feedback for continuous improvement.
Maintain high visibility in public areas, especially during peak times, to support staff and assist guests promptly.
Respond immediately to guest requests and concerns to ensure swift resolution and satisfaction.
Regularly engage with guests throughout the property to gather feedback on service quality, product experience, and overall satisfaction.
Accurately record guest issues in the guest response tracking system to ensure follow-up and accountability.
Review guest satisfaction survey results with employees to highlight successes and areas for improvement.
Track and analyze guest feedback and issue reports from multiple sources (Tripadvisor, Guest Alerts, Glitch Log, Revinate, ReviewPro, Nuvola) to identify trends and implement corrective actions.
Respond directly to guest feedback when necessary, maintaining positive guest engagement and resolving issues effectively.
Ensure all department equipment is maintained in proper working conditions and that all department areas, including storerooms, are clean and organized.
Perform essential administrative duties for the Guest Relations department, including reporting, scheduling, and documentation.
Schedule, supervise, and support staff to guarantee prompt, friendly, and attentive guest service at all times.
Ensure strict compliance with brand standards, operating procedures, and company policies to uphold the hotel's reputation and operational excellence.
We recognize we are in the hospitality industry and that it may require us to provide lateral service.
We will on occasion call for everyone in the team to, on a routine basis, perform various related tasks as needed in the spirit of providing exceptional guest service