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Guests Relations Manager

Guest Relations Manager is a goal-oriented and dedicated person who aims at serving guests who check-in and puts a smile on their faces when bidding them farewell on their check-out.

Hotel guest relations manager

A hotel guest relations manager (GRM) is at the forefront of customer service. He or she is one of the first hotel workers to greet guests as they arrive who provides hotel guests with above-and-beyond service to ensure their experience will be worth remembering.

 Skills required:

  • Plan and coordinate the provision of friendly, efficient services to guests
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  • Schedule activities for guests
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  • Plan and coordinate all promotional activities targeting clients
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  • Trace relevant statistics about clientele
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  • Coordinate and supervise all activities for guests
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  • Assist with check-ins / check-outs of clients
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  • Greet Guests upon arrival
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  • Assist guests with airline bookings and reconfirmation's
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  • Assist all departments in being receptive to the needs of guests
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  • Assist staff with language and culture
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  • Attend recreation activities when necessary
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  • Plan and conduct group and function rundown meetings
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  • Plan and conduct group and function rundown meetings
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  • Assist in any other duties when required by the Front Office Manager
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  • Provide feedback from Guests to Front Office Manager for action

 Eligibility:

 Qualifications:

  • Diploma in Hotel Operations
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  • Diploma in Rooms Division Operations
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  • Higher National Diploma in Hospitality Management
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  • Higher National Diploma in Hospitality Operations (Specializing in Rooms Division)
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  • B.A. (Hons.) Degrees in Tourism Related Areas

An 'O' level standard of education is required (including good passes in Maths, English and ideally a foreign language); computer literacy is essential. While some start off their careers on-the-job, there are a number of options you can consider, including following a course which combines studying and on-the-job training  or else studying while already working (for example by attending part-time courses).

 Financial handling:

  • Check float ensuring adequate supply of change is available at the commencement of the shift;
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  • Provide a fully itemized account for guests explaining any queries;
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  • Transact guest payments in a prompt, efficient and accurate manner;
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  • Post all charges to the appropriate account;
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  • Generate reports in accordance with the departmental needs;
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  • Exchange foreign currency in accordance with the departmental policies manual using the correct exchange rate;
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  • Ensure end of shift balancing is accurately conducted, reporting any discrepancies to the Front Office or Duty Manager.

 Job profile:

The GRM should always be neat in appearance. The person should always wear a complete uniform within the standards set forth by the hotel management. He or she should show his identification tag so that guests know his name. Hair should be neat and should have a color that is within guidelines, which means no unnatural hair colors. A female GRM should wear makeup that is not overbearing, keeping the look simple, professional and natural. She should make sure her fingernails are clean with no visible tattoos and no earrings on parts of the face other than the ears.

Benefits:

Aside from the job satisfaction of seeing that guests are happy with the services that they provide, GRMs also enjoy the amenities of working for hotels. Hotel employees and their families get discounted rates at every location they serve. Some hotels offer employee discounts when dining at hotel restaurants or while utilizing in-room dining services. Depending on their employers, they may also get retirement benefits in the form of 401K, pension plan or stock options.

Average salary:

According to indeed.com, as of 2009, the average annual income of a hotel guest relations officer was $49,000.

 Scope:

With increasing globalization, career opportunities in this field are not only limited within the country but there are chains of hotels which operate internationally providing scope of a career abroad. It is a glamorous profession which has a bright future. Today, the rise in corporate activity as well as the wish to travel on holiday has made this job profile a very competitive one with great salary packages.

Courses :

COLLEGE                                                                               CITY                                                  URL

1. Oberoi Centre of Learning and Development                    Delhi   www.oberoihotels.com

2. Institute of Hotel Management (IHM)                          Mumbai                       www.ihmctan.edu

3. Welcomgroup Graduate School

of Hotel Administration (WGSHA)                                   Manipal   www.manipal.edu

4. Institute of Hotel Management (IHM)                            Delhi      www.ihmpusa.net

5. Institute of Hotel Management (IHM)                         Aurangabad                           www.ihma.ac.in

6. Institute of Hotel Management (IHM)                         Bangalore  www.ihmbangalore.com

7. Institute of Hotel Management (IHM)                          Chennai                     www.ihmkolkata.com

8. Institute of Hotel Management (IHM)                           Kolkata                                          www.ihmchennai.org

9. Institute of Hotel Management (IHM)                            Ahmedabad       www.ihmahmedabad.com

10. Christ College                                                                  Bangalore         www.christuniversity.in