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Top 50 Guest Relations Manager Skills

Below we've compiled a list of the most important skills for a Guest Relations Manager. We ranked the top skills based on the percentage of Guest Relations Manager resumes they appeared on. For example, 31.9% of Guest Relations Manager resumes contained Guest Satisfaction as a skill. Let's find out what skills a Guest Relations Manager actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Guest Relations Manager

1. Guest Satisfaction
demand arrow
high Demand
Here's how Guest Satisfaction is used in Guest Relations Manager jobs:
  • Partnered closely with the Labor Management team to develop and implement optimal labor utilization with respect to Guest satisfaction.
  • Respond appropriately to guest complaints and implement service recovery guidelines in order to ensure total guest satisfaction.
  • Ensured consistent guest satisfaction, colleague productivity, and hotel profitability.
  • Compile and publish guest satisfaction scores for over two dozen hotels in order to effectively provide feedback to the management team.
  • Spearheaded implementation of numerous procedures to insure continuous hands-on training, efficiency of the team and high levels of guest satisfaction
  • Trained new employee's and responsible for guest satisfaction, with emphasis on Hilton Honors members.
  • Served on the Guest Satisfaction Measurement Task Force and the company's environmental awareness committee.
  • Worked to increase Guest Satisfaction Scores; Increased scores by 10% in first month.
  • Established good rapport with local businesses to ensure guest satisfaction in the local community.
  • Targeted and stabilized Exceeded Expectations scores for Guest Satisfaction survey scores for 2011.
  • Analyzed data of guest satisfaction surveys to evaluate areas of guest service improvement.
  • Key Achievements: Consistently ranked # 1 in guest satisfaction and overall experience.
  • Analyze guest satisfaction data and implement plans to achieve established goals.
  • Conduct flow- up on jobs performed and assure guest satisfaction.
  • Interact with all departments to ensure guest satisfaction.
  • Promoted to Guest Satisfaction Manager in 2004.
  • Maintained & enforced guest satisfaction policies.
  • Increased guest satisfaction service scores companywide by identifying key trends working with all business units on quality improvement initiatives.
  • Upgrade guest wax pass memberships Improve guest satisfaction with quick resolutions of conflicts, questions or concerns.
  • Provided outstanding service to ensure guest satisfaction Maintained a clean and safe environment for all guests.

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2. Customer Service
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high Demand
Here's how Customer Service is used in Guest Relations Manager jobs:
  • Facilitated a fast-paced and dynamic customer service environment within the hospital atmosphere.
  • Handled all escalated customer service issues with professionalism and sensitivity.
  • Demonstrated outstanding customer service policies and skills.
  • Worked in a fast-paced environment and provided exemplary customer service to all park guests as well as handling comments and complaints.
  • Created strategic plans, in collaboration with the Customer Care Manager, to enhance customer service and satisfaction.
  • Coordinated with all the different hotel departments in order to deliver excellent customer service when fulfilling client requests.
  • Enhanced customer experience by designing and presenting Customer Service / Policy Training programs to event staff.
  • Assist other departments when needed in order to provide outstanding customer services at all times.
  • Provide top-notch customer service to potential residents and guests, whether in-person or via phone.
  • Managed restaurants generating nearly $100,000 in net sales daily with high-quality customer service.
  • Ensured smooth relationship in order to maintain a high level of customer service.
  • Educated customers on available product options to meet and exceed customer service experience.
  • Assisted in the development of a new customer service database.
  • Provide a high quality of customer service to guests.
  • Specialize in Customer Service and Profit Flow Management.
  • Provide the best customer service to clients.
  • Increased customer service ratings to 95%.
  • Operated cash registers for cash or credit card transaction provided high-quality customer service to optimize customer purchasing and payment process.
  • Trained in world-renound customer service techniques that ensure the happiness of every guest.
  • Received accolades in Texas Monthly for "Friendliest Tasting Room" and "Best Customer Service."

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115 Customer Service Jobs

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3. Front Desk
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high Demand
Here's how Front Desk is used in Guest Relations Manager jobs:
  • Schedule and lead a group of five coordinators to represent and handle all front desk reception duties of the Spa.
  • Manage all aspects of hotel operations for the restaurant, room service, kitchen, sales & front desk.
  • Directed and coordinated all activities of the front desk, reservations, guest services, and telephone areas.
  • Assure all Museum events and promotions are effectively communicated to all areas of front desk.
  • Achieved an improved survey (SALT) score for the front desk and guest helpfulness.
  • Review Front Desk work from previous day to ensure all tasks have been completed.
  • Supported and Developed Front Desk staff and all duties pertaining to admissions and events.
  • Trained front desk personnel of all office, systems, and reservation procedures.
  • Maintained the front desk and reception area in a neat and organized fashion.
  • Hired as Night Audit staff and promoted to Front Desk Manager/Guest Relations Manager.
  • Work as a liaison among the front desk associates and General Manager.
  • Assisted in managing the operational activities of the front desk.
  • Balanced Inventory, and trained front desk staff.
  • Trained & mentored front desk personnel.
  • Trained and developed front desk personnel.
  • Hire and train front desk staff.
  • Cash Drawer balancing, front desk Nightly Audit paperwork; Credit Card Authorizations, closing out of day
  • Manage: 5-front desk supervisors, 22-front desk agents, 13 PBX operators)
  • Manage front desk staff of six employees Maintain training logs for all employees.
  • Process guest arrivals and departures payments/ deposits/maintain safe deposit boxes reservations and other clerical duties accounts payable/receivable Front Desk/ Night Audit

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4. VIP
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high Demand
Here's how VIP is used in Guest Relations Manager jobs:
  • Provided each staffer with a binder with their VIP guest performance schedule as well as a master convention schedule.
  • Oversee the incoming VIP guests of special status and regular customers on providing their needs prior to their arrivals.
  • Managed the VIP guest program and ensured that VIP, group and/or celebrity guest had flawless experience.
  • Managed game day experience for over 400 VIP guests including all C-Level Executives of the Chicago Bears
  • Promote a safe, exciting experience for studio audiences and VIP guests while assuring production efficiency.
  • Collaborated with Guest Relations Manager in maintaining VIP standards within the frequent traveler loyalty club.
  • Greeted, registered and assigned rooms to patients that were VIP/Expat from leading international organizations.
  • Addressed and liaised with VIPs and frequent travelers while promoting the hotel's loyalty club.
  • Coordinate requests for special arrangements for VIP cabin rental groups during check in process.
  • Managed all VIP and repeat-guest relations to ensure their satisfaction and loyalty.
  • Inspected all VIP rooms and specialty suites prior to guest arrival.
  • Welcomed VIP guests to hotel and updated them on Traces.
  • Organized guest arrivals/departure & welcomed and escort all VIP guest.
  • Develop repeat guest program and VIP milestone program.
  • Meet VIPs and perform guest relation duties.
  • Create Daily VIP Report for all departments.
  • Assist VIP Guest with seating arrangements.
  • Escort VIP guest to their room and do in room check in.
  • Acted as the main contact for all VIP guests.
  • Acted as a liaison with all VIP guests requiring special needs and requirements in an award winning 251 room five-star hotel.

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5. Special Events
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high Demand
Here's how Special Events is used in Guest Relations Manager jobs:
  • Completed special projects as assigned and coordinated special events.
  • Assist the Marketing Manager with concerts and special events Distribute VIP wristbands and badges Bring guests to VIP sections and reserved tables
  • Host private parties and special events including sending out invitations, initiating contract, executing event, and measuring the effectiveness.
  • Coordinated and set up high-level conference calls, board and management meetings, special events and travel arrangements for top executives.
  • Create and develop special events, and show content with the aquarium's Marketing, Husbandry, and Guest Relations departments.
  • Planned and hosted public and private special events, VIP galas, group tours and organized wine trail member events.
  • Ensured the safety of Guests before, during and after parades and other special events on Main Street, U.S.A.
  • Plan special events, parties, and meetings, which may include booking musicians or celebrities to appear.
  • Consulted with MLB Special Events Team to successfully plan 3 day All-Star Game events.
  • Assisted with Magic Kingdom Park Operations Special Events team as a Guide / Coordinator.
  • Recognized guests celebrating special events such as birthdays, anniversaries and honeymoons.
  • Assisted with booking tickets, organizing tickets and special events and tours.
  • Attend in-service meetings, cross-training in other hospitality venues and special events.
  • Collaborate with various venues and caterers regarding special events and functions.
  • Create and supply groups with schedule of special events & activities
  • Coordinated special events and banquet services for large groups.
  • Managed and coordinated special events for high profile clients.
  • Supervised all special events and large group functions.
  • Directed and coordinated daily operational aspects of the restaurants focused on marketing, public relations, and special events coordination.
  • Transported guests by wheelchair during games Provided medical staff with emergency transportation Executed special events including concerts, company parties etc.

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14 Special Events Jobs

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6. Magical Moments
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high Demand
Here's how Magical Moments is used in Guest Relations Manager jobs:
  • Create Magical Moments with Guests.

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7. Cast Members
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high Demand
Here's how Cast Members is used in Guest Relations Manager jobs:
  • Disseminated appropriate information and leadership communications to assist both guests and cast members.
  • Provided tours throughout the entire resort, demonstrating professionalism and poise entrusted to only the elite cast members in the department.
  • Mentor and train team members, and liaise with the staffing office to assist cast members to resolve scheduling issues.
  • Adapted, clarified, and communicated significant changes, to ticketing systems, to Cast Members and Guests.
  • Partner closely with multiple departments to ensure exceptional service, for both guests and cast members.
  • Make day-to-day operational decisions that benefit guests, cast members and the demands of the business.
  • Executed City Hall duties including managing Cast Members, guests, cash handling, etc.
  • Coached, inspired and developed Cast Members to consistently deliver Disney's Four Key Basics.
  • Led, coached, and developed Cast Members to deliver outstanding guest service.
  • Created various processes to encourage an efficient environment for all Cast Members.
  • Lead breakout meetings and managed labor for approximately 30 cast members.
  • Develop Cast Members to maximize their potential.
  • Managed 18 non-exempt cast members.
  • Served as the go-to for all Cast Members with technical issues regarding MyMagic+ Solved complex Guest issues quickly and efficiently.
  • Key Accomplishments: Became an official Guest Relations Trainer, assisting cast members new to the Guest Relations role.
  • Collaborated with cast members to execute seamless performances.Acted as narrator for live theater shows to inform and entertain audiences.

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4 Cast Members Jobs

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8. Night Audit
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high Demand
Here's how Night Audit is used in Guest Relations Manager jobs:
  • Supervised Night Audit {overnight} shifts and perform Night Audit functions, when need be.
  • Performed duties of Night Audit Manager, Front Office or Rooms Control Agent as required.
  • Revised the night audit manual, outlining requirements, and how to perform tasks.
  • Compiled night audit reports and credit checks for all guests to ensure billing accuracy.
  • Trained Night Auditors, Front Desk agents, Housekeeping, Accountants and Maintenance employees.
  • Write and perform GRA and night audit reviews as well as disciplinary action.
  • Reviewed Night Auditor's preparation of Daily Management Report and Daily Accounting.
  • Rolled the date as required during the night audit shift.
  • Skilled in Night Audit procedures & HR confidential interview process
  • Perform the night audit for the property.
  • Worked as a night auditor closing each department cash register; checked invoices, prepared daily deposits.

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9. Staff Members
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high Demand
Here's how Staff Members is used in Guest Relations Manager jobs:
  • Communicated effectively with staff members to ensure positive guest experiences.
  • Ensured that the patients received the best customer service experience by eliminating conflicts, communicating policies and educating staff members.
  • Directed over 200 staff members in both the guest relations and concierge departments in a major public assembly facility.
  • Focus and align all staff members to promote ticket strategies to maximize the percentage of premium tickets sold.
  • Delivered excellent guest service, responding to any need in cooperation with the different staff members.
  • Resolved immediate patient needs and concerns by contacting the appropriate Baylor Administrative staff members.
  • Led a comprehensive safety training for 50 staff members.
  • Train and monitor new staff members.
  • Trained staff members in PCL Operations.
  • Cultivated and trained a team of 20 staff members in a fast paced, high volume nightclub and special events venue.

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2 Staff Members Jobs

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10. Phone Calls
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high Demand
Here's how Phone Calls is used in Guest Relations Manager jobs:
  • Perform guest check in and check out, answer the phone calls, respond to guest and headquarters requests.
  • Facilitated to answering all phone calls; setting and placing wake up calls; sending and receiving faxes.
  • Answer phone calls, book appointments, oversee the books to ensure that all guests are booked properly.
  • Answer phone calls and questions on reservation making, billing, and hotel logistics.
  • Answered phone calls and responded to email correspondence regarding customer inquiries or complaints.
  • Process monetary interactions, handle guests' questions and problems, answer phone calls
  • Responded to customer phone calls or email inquiries and assisted with escalated issues.
  • Answer phone calls and direct calls to appropriate parties or take messages.
  • Screened telephone calls and inquiries and directed them as appropriate.
  • Take phone calls & assist guests with any questions/directions/booking reservations.
  • Handled cash, credit transactions, and phone calls.
  • Answer phone calls in a professional timely manner.

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1 Phone Calls Jobs

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11. Daily Operations
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high Demand
Here's how Daily Operations is used in Guest Relations Manager jobs:
  • Manage reception daily operations delivering the Mandarin's legendary quality service to hotel guests.
  • Managed daily operations for the department and instituted initiatives to achieve business goals.
  • Supervised daily operations and resolving any guest problems.
  • Manage daily operations for an exotic vehicle experience.
  • Hire, Develop and Train guest experience team to become familiar with the process related to the daily operations and duties.
  • Promoted to manage the staff and daily operations of a ten-room, privately-owned urban bed and breakfast.
  • Train and develop new hires in customer service, check-ins and front desk daily operations.
  • Managed daily operations of 6 retail locations with a team of 50+ Cast Members.
  • Reported metrics on daily operations, including profit, maintenance, and SEO.
  • Coordinated daily operations in Guest Relations, creating loyal and repeat guests.
  • Assisted all rooms related areas with daily operations.
  • Managed front desk daily operations.
  • Key Achievements: * Worked in partnership with Hotel Director, overseeing the daily operations onboard.

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1 Daily Operations Jobs

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12. Customer Complaints
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high Demand
Here's how Customer Complaints is used in Guest Relations Manager jobs:
  • Solved negative customer complaints by implementing both written and verbal communication skills to maintain continued business.
  • Resolved customer complaints and answered inquiries ensuring high levels of customer satisfaction.
  • Telephoned customers to attain correct account information and resolved customer complaints.
  • Resolve customer complaints regarding worker performance and services rendered.
  • Managed inventory (including profit and loss), stocks, and supplies, customer complaints, and queries.
  • Document and resolve customer complaints, in a manner that supports hotel policy and advocates for the guests.
  • Responded to all staff and customer complaints with professionalism, and effective problem-solving strategies.
  • Respond to customer complaints, and take necessary action to resolve the problem.
  • Handled customer complaints and concerns while seeking the best resolution for both parties.
  • Managed 40 employees as well as managed customer complaints for the park.
  • Documented customer complaints, comments, and compliments.
  • Listen, empathize and resolve customer complaints.
  • Solved customer complaints directly with the guest.
  • Investigated and resolved customer complaints or issues to strengthen store reputation and grow customer retention.
  • Run shifts, deal with customer complaints, put POP up and control labor
  • Resolve customer complaints in a calm manner.
  • Trained new employees and supervised shift leads Organize employee scheduling Provide solutions for customer complaints with positive attitude

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13. Data Entry
demand arrow
high Demand
Here's how Data Entry is used in Guest Relations Manager jobs:
  • Assisted the Business Office Manager with processing of data entry, filing, maintain reports, logs, records.
  • Resolved issues/complaints from patients and visitors - Data entry - patient information and medical records - Maintained files
  • Assisted in data management through precise data entry and collection.

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3 Data Entry Jobs

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14. Credit Card Transactions
demand arrow
high Demand
Here's how Credit Card Transactions is used in Guest Relations Manager jobs:
  • Monitored room availability using VisualMatrix Processed credit card transactions during the checkout process.
  • Operated a cash register for cash, check and credit card transactions with 100% accuracy.
  • Balance, audit, and deposit all cash and credit card transactions for the week.
  • Complete cash and credit card transactions.

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15. Resorts
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average Demand
Here's how Resorts is used in Guest Relations Manager jobs:
  • Provide service to Walt Disney World Resorts with an area of operation of approximately 42 square miles.
  • Managed inventory for all American Express Fine Hotels and Resorts bookings as well as Virtuoso bookings.
  • Developed VIP recognition program to create lasting memories with the resorts group and leisure VIPs.
  • Team works in conjunction with the Regional Service Manager for Bass Hotels and Resorts.
  • Contributed to grand openings of resorts in French Polynesia, Australia and Japan.
  • Exceeded resorts owner retention goals with less than a 3% cancellation rate.
  • Full knowledge of resorts' rooms and venues.
  • Field of Interests: Working at resorts.

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16. Special Requests
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average Demand
Here's how Special Requests is used in Guest Relations Manager jobs:
  • Manage special requests for customers including restaurant reservations, car rentals and itinerary.
  • Ensured customer satisfaction by monitoring needs and filling special requests.
  • Managed customers' special requests including calling taxis, researching bus schedules, and assisting handicap patrons with special equipment.
  • Coordinated with housekeeping, maintenance & security to ensure all special requests and any concerns were handled promptly.
  • Emailed guests follow-up letters, responded to special requests, made reservations, and arranged transfers.
  • Assisted guests with any special requests during their visits.
  • Reviewed daily arrivals/departures, VIPs and special requests.
  • Resolved guest complaints; assisted with special requests.
  • Manage special requests for customers.
  • line customer service which includes greeting and assisting guests, filling special requests, and proactive problem solving during events.
  • Inspected rooms on a regular basis Resolved customer complaints, handled all guest special requests, planned guests entire stay.

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17. Facebook
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average Demand
Here's how Facebook is used in Guest Relations Manager jobs:
  • Managed Facebook, Twitter, and Tripadvisor accounts Found and book groups; using websites such as GOOGLE.
  • Responded daily to Trip Advisor, Yelp, Facebook and Digital Alchemy .
  • Update social media facebook, instagram and twitter page.

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43 Facebook Jobs

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18. Ticket Sales
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average Demand
Here's how Ticket Sales is used in Guest Relations Manager jobs:
  • Facilitated and encouraged increased ticket sales by utilizing various promotions and continuous sales training.
  • Processed ticket sales, group reservations, quick queues, lost tickets, and event reservations while accurately processing monetary transactions.
  • Provide service to include ticket sales, cash handling, credit card processing and ticket taking.
  • Ring ticket sales on a cash register and ensure area is clean and organized.
  • Provide customer with information on ticket sales and events.
  • ticket sales and ticket taking -cash handling - Guest Relations will proactively deal with guest concerns and assist as needed.

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19. Conflict Resolution
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average Demand
Here's how Conflict Resolution is used in Guest Relations Manager jobs:
  • Developed sense for quality customer service and conflict resolution.
  • Executed a variety of conflict resolution methods to ensure immediate guest recovery and going above and beyond to uphold company standards.
  • Conducted meetings with team members, supervisors and managers on conflict resolutions with a focus on win-win resolutions.
  • Demonstrated exceptional guest service by managing conflict resolution, decision-making, problem solving, and cash handling skills.
  • Utilize conflict resolution skills to resolve issues between all guests and staff.
  • Demonstrated ability to solve guest issues by using conflict resolution strategies.
  • Coached, counseled, and provided conflict resolutions to employees.
  • Apply conflict resolution and critical thinking skills to better assess guests needs in order to rectify negative experiences.

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20. Marriott
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average Demand
Here's how Marriott is used in Guest Relations Manager jobs:
  • Managed all guest issues from Mr. Marriott's office, Customer Care department and the General Manager.
  • Maintained a high Quality Assurance and Guest Satisfaction Survey scores for the Marriott brand.
  • Created and implemented Marriott's Southeast Region Silver Reward Membership repeat guest program.
  • Coordinated scheduling and ensuring strict adherence to all Marriott guest service standards..
  • Process account payables invoices and prepare transaction coding via Paymentnet and Marriott Business Service.

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21. Customer Feedback
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average Demand
Here's how Customer Feedback is used in Guest Relations Manager jobs:
  • Analyzed customer feedback and provided strategic direction to continuously improve overall rating.
  • Provided continuous support for any issues that arose; customer feedback, equipment repair, and mediation among employees.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Monitor customer feedback and motivate team members.
  • Addressed negative customer feedback immediately Formulated and enforced Service Center policies, procedures and quality assurance measures.

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22. Special Needs
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average Demand
Here's how Special Needs is used in Guest Relations Manager jobs:
  • Provide personalized service to our guests with special needs to include: park planning and our Disability Access Service.
  • Provided excellent guest service, including assisting special needs clients with enrollment in services.
  • Escort guests to assigned boarding areas and assist disabled customers with special needs.
  • Work closely with tenant Guest Relations management regarding their special needs and programs.
  • Received recognition for the attentiveness of persons with special needs.
  • Maintain resident files, medical and special needs.
  • Attend to special needs of tour participants.
  • Maintained high standards of customer service excellence Assisted patrons with seating arrangements and special needs
  • Reviewed and fulfill new arrivals preferences, special needs and requests Elaborated and oversee VIP loyalty plan.

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23. Guest Situations
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average Demand
Here's how Guest Situations is used in Guest Relations Manager jobs:
  • Demonstrated critical thinking skills by identifying unique guest situations and making decisions appropriately.
  • Provided personalized service by effectively problem-solving guest situations.
  • Managed, trained, and led by example a staff that handled conflicting guest situations to provide seamless recovery.
  • Resolved guest situations immediately and effectively within the best interests of both the hotel and the guest.
  • Resolved dozens of guest situations and concerns using authorized means to provide appropriate recovery for those situations.
  • Versed in handling guest situations while prioritizing important task, and assisting in park wide projects.
  • Provided itinerary planning, and creative solutions to complex Guest situations.
  • Assisted cast members with procedural questions and difficult guest situations.

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24. Seat Guests
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average Demand
25. Sales Goals
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average Demand
Here's how Sales Goals is used in Guest Relations Manager jobs:
  • Completed sales goals and expectations each month.
  • Maintained monthly and quarterly sales goals.
  • Ensured sales goals were met.
  • Marketed booked talent and promoted weekly Comedy Shows Created innovative promotional methods for the brand, while exceeding sales goals.
  • Formulated acomprehensive business plan complete with clear and actionable sales goals and targets.

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59 Sales Goals Jobs

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26. Guest Service Recovery
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average Demand
Here's how Guest Service Recovery is used in Guest Relations Manager jobs:
  • Point of contact for Guest concerns, empowered to provide timely and appropriate Guest service recovery in all situations.
  • Delivered continual training to the guest relations staff on effective guest service recovery.
  • Addressed Guest concerns by providing immediate and appropriate guest service recovery.

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27. Office Staff
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average Demand
Here's how Office Staff is used in Guest Relations Manager jobs:
  • Utilized TEAM Master Trainer certification to present alcohol awareness program to all event and front office staff.
  • Provide direction and guidance to front office staff to meet conferences goals.

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28. HR
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average Demand
Here's how HR is used in Guest Relations Manager jobs:
  • Utilized problem-solving techniques following established policy and procedure in order to resolve patient complaints in a non-threatening and effective manner.
  • Synchronize timetables and procedures with production crew and studio audience coordinators.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Resolved employment-related disputes through proactive communication.
  • Partner with third party vendors and other lines of business throughout the park to create a valuable, individualized guest experience.
  • Provide analysis, dissemination and use of patient experience data to drive improvements in the patient experience throughout the organization.
  • Ensured the guests of Walt Disney World had a memorable experience, achieved through personal assistance, recommendations and reservations.
  • Act as a liaison with various lines of business throughout Walt Disney World to resolve guest concerns
  • Coordinate guided tours throughout the Resort to inform guest with essential information about the Resort.
  • Coordinated and enhanced collaboration with NYY executives and NYY fans throughout baseball season.
  • Promote sales through cross selling and suggestive selling, to customers visiting stores.
  • Provided guest with a memorable time through efficient and exemplary customer service.
  • Build and maintain brand loyalty through diverse member experiences and merchandising programs.
  • Respond to all guest correspondence throughout the entire property.
  • Navigate Guest through FedEx forum to venues.
  • Assisted guests in cashing out their items from museum shops and documented any personal procedures done throughout the day.
  • Increased Employee Engagement by three points from [ ] exceeding the goal of a two point increase.
  • Increased hotel revenue, profits and market share through upselling and great service to guests.
  • Provided VIP tour guide experience throughout the Parks Lead in Polynesian Resort Merchandise
  • Utilized organizational skills to ensure that the planning of 24 hour three day programing schedule was successfully executed.

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184 HR Jobs

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29. Room Hotel
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average Demand
Here's how Room Hotel is used in Guest Relations Manager jobs:
  • Tracked and issued compensation for guests with negative stays for 1,949 room hotel.
  • Prepared and participated in the opening of a new 94-room hotel
  • Greet and register guests in a 630+ room hotel using MARSHA, FOSSE and PMS.

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30. POS
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low Demand
Here's how POS is used in Guest Relations Manager jobs:
  • Possess good communication and management abilities for handling varied kinds of customers.
  • Developed and maintained positive working relationships with others to reach business goals.
  • Gathered and verified all required customer information for tracking purposes.
  • Developed and sold a more relationship oriented concept for Guest Relations, resulting a 24% increase in positive guest interactions.
  • Partner with register supervisors and cashiers in order to sustain positive team member interaction and maintain a suitable work environment.
  • Conveyed details to Parking Lot Cast Members to make the flow of parking as Efficient and Safe as possible.
  • Monitored position assigned section(s), assists guests with seat location, and watches for seat hoppers.
  • Process credit card authorizations via fax and email for transient and group reservations as well as post payments.
  • Assure prompt and positive action on all guest complaints, questions, concerns and suggestions.
  • Prepare currency, coins, and checks received for deposit or shipment to branch banks.
  • Follow up on post departure by replying to guest comments on travels web sites.
  • Responded to escalated guest concern in a considerate, professional and positive manner.
  • Post additional payments to guest accounts and extend stay when requested.
  • Resolved any guest conflicts swiftly and at the lowest level possible.
  • Handled all new orientations and trained new staff to their position.
  • Deposited guest valuables in hotel safes or safe-deposit boxes.
  • Count, verify, and post armored car deposits * Receive media from registers, sort and ship to corporate offices.
  • cross-trained to work every position to meet and exceed every guest request and expectation
  • Remained in position unless redeployed by Supervisor or full time staff member.
  • Review POS reports to find additional ways to develop reporting.

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20 POS Jobs

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31. PBX
demand arrow
low Demand
Here's how PBX is used in Guest Relations Manager jobs:
  • Assist in the overall direction, coordination and evaluation of the Butler Services/Telecommunications/PBX Department.
  • Manage and operate PBX Switchboard, answering all incoming phone calls and directing to proper staff or guest.
  • Managed the Communications department at the hospital ensuring the PBX switchboard was properly maintained and staffed.
  • Provide strategic leadership in the areas of Reservations, Auditing, Concierge, PBX.
  • Worked in the areas of Reservations, Auditing, Concierge, PBX.
  • Answered telephones / PBX with proper telephone etiquette and directed calls accordingly.
  • Accept and record wake-up call requests; deliver to PBX.
  • Answer all incoming calls on PBX and make reservations.
  • Manage the PBX, Front Desk and Bell/Valet associates.
  • Act as PBX operator at designated times.
  • led a department of 16 operators through day-to-day operations including PBX duties, convention phone set-ups, and Guest Requests management.

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32. Customer Loyalty
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Here's how Customer Loyalty is used in Guest Relations Manager jobs:
  • Utilized point of sales as additional opportunities to establish customer loyalty.
  • Provided leadership to guest relations team to improve quality, customer loyalty, productivity and general operations within the hotel.
  • Planned events and coordinating fundraisers, to retain customer loyalty and create awareness.
  • Championed the Customer loyalty program called MYSTIQUE.

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1 Customer Loyalty Jobs

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33. Gift Shop
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Here's how Gift Shop is used in Guest Relations Manager jobs:
  • Manage a team of 25 associates including security, guest services, and gift shops and membership.
  • Experienced with retail sales in gift shop and ticket booth.
  • Increased gift shop sales by 2.5% every year for 4 years.

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34. Twitter
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Here's how Twitter is used in Guest Relations Manager jobs:
  • Interacted with @OWners Twitter followers to build traffic and viewership.

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6 Twitter Jobs

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35. Group Sales
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Here's how Group Sales is used in Guest Relations Manager jobs:
  • Ticket sales, group sales, guest relations and services, season passes, front gate entry, and parking lot assignments
  • Managed corporate sponsored events, including groups requiring up to 170 rooms, and responsible for 17% of group sales.
  • Work directly with hotel GM and Director of Sales to handle VIP reservations & group sales.
  • Arranged group sales reservation, processing directing billing accounts of companies.
  • Group Sales & Marketing with Negotiated Rates.
  • Group sales managers maintain relationships with current clients to continue selling additional accomodations and hotel services.

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36. Trip Advisor
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Here's how Trip Advisor is used in Guest Relations Manager jobs:
  • Managed and responded to the Trip Advisor for the hotel.
  • Top in sales for 4 consecutive months in all categories Many exceptional trip advisor reviews
  • Manage social media accounts such as Trip Advisor and Expedia.
  • Manage social media including Trip Advisor and Expedia.

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37. ATS
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Here's how ATS is used in Guest Relations Manager jobs:
  • Prepared and operated rides such as Swan Boats, Carousel and the Channel 6 ABC Philadelphia Zoo Balloon.
  • Performed customer service for this interactive zoological park on Watson Island, Miami, Florida.
  • Helped guest locate seats and made them feel at home while away from home.
  • Worked on suite and club level verifying tickets and directing guests to their seats.
  • Operated elevator taking guests to seats and answering general questions about PNC Park.
  • Guided scripted and unscripted tours for up to 25 people in numerous formats.
  • Excelled in ATS transactions and became very proficient in the Guest Relations lobby.
  • Worked on ticket line providing directions to help guests find their seats.
  • Processed ticket upgrades, sales, and inquiries using ATS software.
  • Assisted in locating seats and customer needed facilities.
  • Assist fans in finding designated section and seats.
  • Escorted patrons to seats as well as other desired locations throughout theatre.
  • Escort talent/courtside season-ticket holders and their guests to their seats
  • Addressed fan's questions and or concerns Reported issues to administrators Directed fans to seats, concessions, smoking sections etc.
  • Assist guest with finding their proper seats Crowd control Provided help with locations throughout the facility
  • Assisted customers to their seats in the theaterMop, clean and restock bathrooms
  • Facilitated numerous golf outtings and tournments for discerning groups of executive retreats Diligent fleet management and facility organization on a daily basis

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38. Special Guests
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Here's how Special Guests is used in Guest Relations Manager jobs:
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, Ambassadors, etc.)
  • Reach out to the stylists weekly with their important numbers, special guests, or booking errors.
  • Hosted speakers and special guests including travel arrangements and itineraries .
  • Designated staff assignment, established work priorities, and evaluated cost and time requirements for special guests and reservationists.
  • Oversee and coordinate arrivals and de- partures of special guests.

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39. GM
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Here's how GM is used in Guest Relations Manager jobs:
  • Headed efforts of cross-functional teams activating segmentation strategies in marketing and merchandising.
  • Handled guest relations, if a customer had a problem I used logic and best judgment to handle the situation swiftly.
  • Directed The Disney-MGM Studios Extra Magic Hours Wristband Distribution by leading a team of 30 employees in nightly assignments.
  • Utilize experience and judgment to plan and accomplish goals.
  • Help GM with BOH and inventory.
  • Provide GM weekly analytics and reports of social media and press progress.
  • Market segment of focus SMERF.

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10 GM Jobs

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40. Action Plans
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Here's how Action Plans is used in Guest Relations Manager jobs:
  • Mentored Sales Associates and Sales Managers on various corporate mandated action plans for improvements to ensure employee retention and revenue generation.
  • Created action plans with a team of managers for events.

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41. Product Knowledge
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Here's how Product Knowledge is used in Guest Relations Manager jobs:
  • Used product knowledge and selection to provide exceptional service to customers and build sales.
  • Trained staff on product knowledge, cross-selling, down-selling and up-selling.
  • Translated product knowledge to encourage and guide guest selections, while facilitating positive associative memories and increasing frequency of return business.

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58 Product Knowledge Jobs

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42. Hotel Staff
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Here's how Hotel Staff is used in Guest Relations Manager jobs:
  • Developed problem resolution action plans for hotel staff empowerment.
  • Processed payroll for all hotel staff (front desk, breakfast attendants, lounge server, housekeepers, etc.)
  • Served as Manager on Duty, supervising Front Office staff of 35+ and responsibility for all hotel staff on duty.
  • Keep track of priorities, due dates and events for all hotel staff.
  • Coordinated retraining of the hotel staff on TripRewards features upon corporate rollout.

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43. Corporate Office
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Here's how Corporate Office is used in Guest Relations Manager jobs:
  • Analyzed and corrected enterprise software data discrepancies between local and corporate offices.
  • Hired in as Overnight Hotel Manager, promoted to Guest Relations Manager by Corporate Office within 2 weeks during opening.
  • Generated detailed reports on VIP and repeat guests to the corporate office.
  • Functioned as a liaison to the corporate office regarding key frequent guests.
  • Tracked sales information and relayed to corporate office.

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44. Day-To-Day Operations
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Here's how Day-To-Day Operations is used in Guest Relations Manager jobs:
  • Supervised and coordinated all aspects of day-to-day operations of membership sales and customer service activities.
  • Managed day-to-day operations and development issues for my department.
  • Managed day-to-day operations, expedited publicity, assigned personnel to VIP guests, and contributed to building repeat client base.
  • Served as the central point of contact for matters related to day-to-day operations.
  • Manage all day-to-day operations and supervise up to 12 employees.
  • Appointed day-to-day operations of the front office and restaurant.
  • Assisted Spa Director in day-to-day operations of spa.
  • Manage day-to-day operations of the Guest Relations Department.

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45. Strategic Plan
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Here's how Strategic Plan is used in Guest Relations Manager jobs:
  • Results-oriented professional with exposure to strategic planning, client relationship management, and customer service.
  • Assisted in property strategic plan development to optimize overall performance.
  • Collaborated with senior executive management team on yearly strategic plans, capitalexpenditure project development, and competitor analysis.
  • Oversee all sales training in the contact center including strategic planning, curriculum development, facilitation and skill sustainment.
  • Develop service goals for annual strategic plans for New York New York property.

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46. IHG
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Here's how IHG is used in Guest Relations Manager jobs:
  • Received an award as recognition for achieving record enrollments into IHG Rewards Program.
  • Trained employees according to Intercontinental Hotels Group (IHG) guidelines.
  • Provide support for hotels and guest within the IHG brand.
  • Maintain IHG quality control plan.

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47. Department Heads
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Here's how Department Heads is used in Guest Relations Manager jobs:
  • Collaborated with Department Heads to develop and implement programs to increase guest retention and satisfaction.
  • Ensured guest satisfaction by liaising with department heads and by developing a rapport with our guests.
  • Worked with department heads to alleviate and rectify guest/owner difficulties leading to new 100 purchases.
  • Conferred with other department heads to ensure coordination of hotel activities.
  • Maintained good communication between department heads, medical staff, and governing boards by attending board meetings and synchronizing intradepartmental functions.

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48. Special Projects
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Here's how Special Projects is used in Guest Relations Manager jobs:
  • Handled special projects at the direction of the General Manager.
  • Coordinate special projects, events, and promotions Respond to guest questions and associate concerns in a timely, professional manner.

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1 Special Projects Jobs

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49. Company Policies
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Here's how Company Policies is used in Guest Relations Manager jobs:
  • Served as an example; training and developing team members, ensuring accurate reporting, adhering to all company policies.
  • Train workers in proper operational procedures and functions, and explain company policies.
  • Maintained up-to-date knowledge of company policies regarding payments, returns and exchanges.

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4 Company Policies Jobs

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50. Positive Attitude
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Here's how Positive Attitude is used in Guest Relations Manager jobs:
  • Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
  • Worked at Yacht and Beach Club Resort, serving customers and promoting a positive attitude.
  • Received recognition for my positive attitude, attention to detail, and work ethic.
  • Greeted customers in a timely, professional and personable manner with a positive attitude.
  • Provide guest service and assist with all guests needs while maintaining a positive attitude.
  • Resolve and maintain positive attitude in changing situations due to unforeseen circumstances.
  • Greet all members and guests with a warm and positive attitude.

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Guest Relations Manager Jobs

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20 Most Common Skills For A Guest Relations Manager

Guest Satisfaction

38.3%

Customer Service

19.4%

Front Desk

8.2%

VIP

8.1%

Special Events

2.4%

Magical Moments

2.4%

Cast Members

2.0%

Night Audit

1.9%

Staff Members

1.9%

Phone Calls

1.8%

Daily Operations

1.8%

Customer Complaints

1.7%

Data Entry

1.5%

Credit Card Transactions

1.4%

Resorts

1.3%

Special Requests

1.3%

Facebook

1.1%

Ticket Sales

1.1%

Conflict Resolution

1.1%

Marriott

1.1%
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Typical Skill-Sets Required For A Guest Relations Manager

Rank Skill
1 Guest Satisfaction 31.9%
2 Customer Service 16.1%
3 Front Desk 6.8%
4 VIP 6.8%
5 Special Events 2.0%
6 Magical Moments 2.0%
7 Cast Members 1.7%
8 Night Audit 1.6%
9 Staff Members 1.6%
10 Phone Calls 1.5%
11 Daily Operations 1.5%
12 Customer Complaints 1.5%
13 Data Entry 1.2%
14 Credit Card Transactions 1.2%
15 Resorts 1.1%
16 Special Requests 1.1%
17 Facebook 1.0%
18 Ticket Sales 0.9%
19 Conflict Resolution 0.9%
20 Marriott 0.9%
21 Customer Feedback 0.9%
22 Special Needs 0.8%
23 Guest Situations 0.8%
24 Seat Guests 0.8%
25 Sales Goals 0.7%
26 Guest Service Recovery 0.7%
27 Office Staff 0.7%
28 HR 0.6%
29 Room Hotel 0.6%
30 POS 0.6%
31 PBX 0.6%
32 Customer Loyalty 0.6%
33 Gift Shop 0.6%
34 Twitter 0.5%
35 Group Sales 0.5%
36 Trip Advisor 0.5%
37 ATS 0.5%
38 Special Guests 0.5%
39 GM 0.5%
40 Action Plans 0.5%
41 Product Knowledge 0.5%
42 Hotel Staff 0.4%
43 Corporate Office 0.4%
44 Day-To-Day Operations 0.4%
45 Strategic Plan 0.4%
46 IHG 0.4%
47 Department Heads 0.4%
48 Special Projects 0.4%
49 Company Policies 0.4%
50 Positive Attitude 0.4%
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