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崗位職責(zé)/職位描述



The Guest Relation Manager will provide supervision, direction and leadership to the team in accordance with the objectives, performance and quality standards established by the hotel.





Duties and Supporting Responsibilities:

1. Create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as hotel. Ensures departmental practices are compliant with company policies and legal requirements

2. Take a leading role of proactively promoting upselling programs in Guest Service team and be always creative and proactive in recommending ways of achieving better result

Identify training needs of the department and establish effective training programs to ensure service standards and colleagues’ knowledge are met with required standards. Liaises with Assistant Front Office Manager when planning and reviewing the training needs

3. Be very familiar with all Guest Service related Standard Operations Procedures and hotel’s policies and procedures. Make recommendation to Assistant Front Office Manager/ Front Office Manager on operating procedures to ensure smooth operation when necessary.

4. Be knowledgeable and ensure colleagues are knowledgeable about all the services, facilities, events in the hotel and be ready to sell/ upsell/ cross-sell hotel services to guests at anytime. Constantly briefs colleagues on effective cross-selling techniques

5. Ensure room is ready for guest’s arrival and it is matched with guest’s preferences

6. Ensure the team proactively extending sincere appreciation to all guests upon check-out, check satisfaction, provide useful information, offer assistance on luggage/ transfer service and invite for return

7. Ensure the team follow up all wake-up call requests with Telephone Service timely and appropriately without any delay or mistake

8. Closely monitor to ensure all incoming calls, from guest, outside line or internal colleagues, are answered by the team before the 4th ring, ask permission before putting on hold and taking ownership of guest needs so they do not have to repeat themselves again upon the line is connected/ transferred

9. Always maintain a good work relationship with other departments

10. Other ad hoc tasks and duties as required by Assistant Front Office Manager/ Front Office Manager and Director of Front Office Operations





Job Requirement:

1. A minimum of 4 years guest relations experience in luxury hotel,of which at least 2 years in a similar capacity

2. Strong knowledge of Guest Relation and Front Desk operations

3. Strong desire to deliver excellent guest services and with passion to serve

4. Ability to multi-task task and remain composed at all times

5. A good team leader with ability to drive the team

6. Computer literacy which is not limited to Excel, Power Point and Word

7. Fluent in English and Mandarin, both spoken and written