What does a guest relations manager do?
Guest relations managers are in charge of providing an immaculate, professional, superior, and top-quality guest service experience. Their tasks include assessing customers' feedback and providing strategic management to continuously enhance the general rating. Also, the answer to the needs of the guests and predict the unexplicit ones. Additionally, they direct a guest relation team to make sure compliance with standards and operating protocols are implemented. Guest relations managers should be able to communicate well, resolve problems efficiently, and has strong leadership as well as a sense of responsibility skills.
Guest relations manager responsibilities
Here are examples of responsibilities from real guest relations manager resumes:
- Hire, train and manage a staff of 9 in the maintenance of provider relations for this HMO.
- Provide superlative, personalize services to VIP guests through managing hospitality team.
- Manage special requests for customers including restaurant reservations, car rentals and itinerary.
- Manage and administer third party liability recovery assignments for Medicaid and other state/ federal agencies.
- Manage facility procedures relate to insurance and billing and solve patients' queries regarding their insurance renewal and expiry.
- Maintain IHG quality control plan.
- Operate POS system and conduct financial transactions.
- Cash handling responsibilities, including POS operation.
- Accept and record wake-up call requests; deliver to PBX.
- Provide support for hotels and guest within the IHG brand.
- Answer telephones / PBX with proper telephone etiquette and direct calls accordingly.
- Process payroll for all hotel staff (front desk, breakfast attendants, lounge server, housekeepers, etc . )
- Perform payroll and time-keeping functions.
- Travel state-wide to conduct inspection visits to certain providers requesting enrollment with Medicaid.
- Maintain and continually update comprehensive database of information regarding repeat guests and preferences as well as VIP specifications.
Guest relations manager skills and personality traits
We calculated that 17% of Guest Relations Managers are proficient in Guest Relations, Reservations, and Customer Service. They’re also known for soft skills such as Communication skills, Leadership skills, and Organizational skills.
We break down the percentage of Guest Relations Managers that have these skills listed on their resume here:
- Guest Relations, 17%
Promote ongoing improvements of guest relations operations and incorporate service recovery strategies to related department activities.
- Reservations, 10%
Reconciled monetary transactions and administered reservations.
- Customer Service, 7%
Developed and implemented new membership fulfillment process that increased fulfillment efficiency and provided higher level of customer service.
- PET, 6%
Explained the proper handling or ways to pet the different animals.
- Resorts, 5%
Provide service to Walt Disney World Resorts with an area of operation of approximately 42 square miles.
- Payroll, 5%
Performed payroll and time-keeping functions.
"guest relations," "reservations," and "customer service" are among the most common skills that guest relations managers use at work. You can find even more guest relations manager responsibilities below, including:
Communication skills. The most essential soft skill for a guest relations manager to carry out their responsibilities is communication skills. This skill is important for the role because "managers deal with the public regularly; therefore, they must be friendly enough to build a rapport with, and receive cooperation from, their media contacts and donors." Additionally, a guest relations manager resume shows how their duties depend on communication skills: "solved negative customer complaints by implementing both written and verbal communication skills to maintain continued business. "
Leadership skills. Many guest relations manager duties rely on leadership skills. "public relations and fundraising managers often lead large teams of specialists or fundraisers and must be able to guide their activities.," so a guest relations manager will need this skill often in their role. This resume example is just one of many ways guest relations manager responsibilities rely on leadership skills: "provided leadership to guest relations team to improve quality, customer loyalty, productivity and general operations within the hotel. "
Organizational skills. guest relations managers are also known for organizational skills, which are critical to their duties. You can see how this skill relates to guest relations manager responsibilities, because "public relations and fundraising managers are often in charge of running several events at the same time, requiring superior organizational skills." A guest relations manager resume example shows how organizational skills is used in the workplace: "conduct daily pre-shift meetings to ensure organizational efficiency and guest satisfaction. "
Problem-solving skills. guest relations manager responsibilities often require "problem-solving skills." The duties that rely on this skill are shown by the fact that "managers sometimes must explain how the company or client is handling sensitive issues." This resume example shows what guest relations managers do with problem-solving skills on a typical day: "telephoned customers to attain correct account information and resolved customer complaints. "
Speaking skills. Another common skill required for guest relations manager responsibilities is "speaking skills." This skill comes up in the duties of guest relations managers all the time, as "public relations and fundraising managers regularly speak on behalf of their organization." An excerpt from a real guest relations manager resume shows how this skill is central to what a guest relations manager does: "answered customers questions and addressed problems and complaints in person and via phone and at guest relations window. "
Writing skills. Another skill commonly found on guest relations manager job descriptions is "writing skills." It can come up quite often in guest relations manager duties, since "managers must be able to write well-organized and clear press releases and speeches." Here's an example from a resume of how this skill fits into day-to-day guest relations manager responsibilities: "corresponded in writing/ via email to satisfied and unsatisfied hotel guests. "
The three companies that hire the most guest relations managers are:
- CAVA99 guest relations managers jobs
- Deloitte40 guest relations managers jobs
- Marriott International9 guest relations managers jobs
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Compare different guest relations managers
Guest relations manager vs. Front desk supervisor
The primary role of front desk supervisors is to oversee the front desk of an establishment. Their duties and responsibilities include welcoming guests, taking their personal information, and selecting the rooms that suit their needs. Other responsibilities also include communicating and guiding other hotel staff members, providing extra services as requested by guests, and resolving any problems that might experience by guests. You are more likely to be hired as a front desk supervisor if you meet several qualifications that include having relevant hotel experience, attention to detail, and committed to delivering the best customer service.
There are some key differences in the responsibilities of each position. For example, guest relations manager responsibilities require skills like "pet," "resorts," "guest feedback," and "customer feedback." Meanwhile a typical front desk supervisor has skills in areas such as "guest service," "room availability," "computer system," and "good judgment." This difference in skills reveals the differences in what each career does.
Front desk supervisors tend to make the most money working in the retail industry, where they earn an average salary of $38,648. In contrast, guest relations managers make the biggest average salary, $57,429, in the hospitality industry.On average, front desk supervisors reach similar levels of education than guest relations managers. Front desk supervisors are 3.2% less likely to earn a Master's Degree and 0.2% less likely to graduate with a Doctoral Degree.Guest relations manager vs. Front office supervisor
A front office supervisor is responsible for greeting customers, giving administrative assistance to fellow employees, and managing a team of personnel. This senior position manages either a team of receptionists or administrative assistants. Tasks and duties vary depending on the company's needs. Their primary tasks include training the team of personnel in providing excellent customer service, supervising their daily shift process, and efficiently resolving customer complaints and issues. Additionally, they manage office maintenance, which includes making sure all areas are clean and sufficiently stocked with essentials and supplies.
Each career also uses different skills, according to real guest relations manager resumes. While guest relations manager responsibilities can utilize skills like "pet," "resorts," "guest feedback," and "customer feedback," front office supervisors use skills like "patients," "hotel policies," "cash handling," and "excellent interpersonal."
On average, front office supervisors earn a lower salary than guest relations managers. Some industries support higher salaries in each profession. Interestingly enough, front office supervisors earn the most pay in the health care industry with an average salary of $38,007. Whereas guest relations managers have higher pay in the hospitality industry, with an average salary of $57,429.In general, front office supervisors achieve similar levels of education than guest relations managers. They're 3.1% less likely to obtain a Master's Degree while being 0.2% less likely to earn a Doctoral Degree.Guest relations manager vs. Guest service supervisor
A guest service supervisor supervises and trains guest service staff to have a high standard for guest delivery and efficient communication between all service staff. They ensure all guests are assisted with any complaints or service issues, with tour and travel information provided. As a supervisor, they must ensure that all forms and documents/printing going into the suites are accurate at all times and approved by the hotel manager. They must be aware of each guest's name as soon as possible and support guest service staff with queries from guests and control issues with guests when escalated beyond their level of responsibility.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a guest relations manager is likely to be skilled in "pet," "resorts," "guest feedback," and "customer feedback," while a typical guest service supervisor is skilled in "cash handling," "financial transactions," "room availability," and "room inventory."
Guest service supervisors earn the best pay in the retail industry, where they command an average salary of $36,493. Guest relations managers earn the highest pay from the hospitality industry, with an average salary of $57,429.When it comes to education, guest service supervisors tend to earn similar degree levels compared to guest relations managers. In fact, they're 1.7% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Guest relations manager vs. Guest services associate
A guest services associate specializes in providing front desk assistance to guests, usually in a hotel or similar establishment. Some of their primary responsibilities are to greet clients, assign them to their rooms, process the check-in and check-outs, manage reservations, handle calls and correspondence, and fulfill requests. Aside from being the clients' primary point of contact, the associate is also responsible for coordinating with various hotel personnel to ensure that guests are satisfied with the establishment's amenities and services, all while implementing the hotel's safety policies and regulations.
Even though a few skill sets overlap between guest relations managers and guest services associates, there are some differences that are important to note. For one, a guest relations manager might have more use for skills like "resorts," "payroll," "front desk operations," and "customer satisfaction." Meanwhile, some responsibilities of guest services associates require skills like "guest service," "front desk," "cash handling," and "check-out procedures. "
In general, guest services associates earn the most working in the retail industry, with an average salary of $29,546. The highest-paying industry for a guest relations manager is the hospitality industry.guest services associates reach similar levels of education compared to guest relations managers, in general. The difference is that they're 3.4% more likely to earn a Master's Degree, and 0.2% less likely to graduate with a Doctoral Degree.Types of guest relations manager
Updated January 8, 2025
