Guest Relations Manager

1.    Manages the activities at the Front Desk during the day/overnight shift.  Directs staff. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements. 
2.    Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met. 
3.    Personally handles all guest relocations according to established guidelines. 
4.    Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. 
5.    Reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities.  Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. 
6.    Assures that all financial and credit procedures are followed.  When taking a shift at the desk, follows up on credit problems.
7.    Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees without requiring special direction. Responds swiftly and effectively in any hotel emergency or safety situation. 

And other related duties.

And other related dutie