Guest Relations Manager Resume Samples

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Guest Relations Managers work in the hospitality industry and make sure guests feel at home. Essential duties of these professionals are ensuring a memorable experience, meeting guests’ needs and requests, encouraging customer feedback, solving guest complaints, coordinate special guests’ arrivals and departures, and promoting amenities. A well-written resume sample for the job showcases hospitality work experience, knowledge of personalized services, problem-solving orientation, attention to details, and teamwork. Employers select resumes making display of a degree in hospitality management or business administration.

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1

Guest Relations Manager

Responsible for developing and maintaining the acknowledgement of all VIP, repeat and special occasion guests visiting the property.

  • Increased Employee Engagement by three points from […] exceeding the goal of a two point increase.
  • Managed the Guest Relations' Mystique (database) operations, Leisure Reservations,
  • Effectively managed the allocated funds for amenities and supplies under budget by 21.8% as of August for 2012.
  • Controlled department salaries and wages to be under budget by 27.5% as of August 31 for 2012.
  • Awarded Five Star Employee Award of the third quarter 2011.
Candidate Info
7
years in
workforce
2
years
at this job
C
Globalization And Latin American Studies
BA
International Relations
2

Guest Relations Manager

Coordinated with all departments to handle customer requests and feedback including response to online reviews; made appropriate service recovery gestures to ensure 100% customer satisfaction

  • Hosted monthly meeting with senior management to present customer satisfaction result
  • Program management: designed and implemented action plans, incentive and recognition programs to improve employee performance and "Priority Club" guest loyalty program
  • Organized and coordinated special arrangements for customers including VIPs.
  • Acted as "Manager on Duty" and ran the Front Office with a team of 22 people to achieve customer service KPI on quarterly basis
Candidate Info
8
years in
workforce
3
years
at this job
BBA
Bachelor of Business Administration
3

Guest Relations Manager

Managed PBX and Guest Services for 302 room hotel with conference center and 2 restaurants.

  • Managed Guest Response Program, including training for associates and department managers.
  • Responsible for monthly Housekeeping, Front Desk, PBX, Guest Services and Concierge employee reports.
  • Led telephone training for PBX, Front Desk and Concierge on 10/20 Rules and Class of Service.
  • Attended weekly general staff meetings, assisted in all departmental room meetings, and documented meeting minutes to ensure proper follow through and to address recurrent issues.
  • Motivated hourly employees to exceed Guest Satisfaction through incentives and training.
  • Assisted Director of Rooms with budget completion for Housekeeping, Laundry, Concierge, Front Desk, Reservations, Van Driver and PBX.
Candidate Info
3
years in
workforce
3
years
at this job
4

Guest Relations Manager

Performed reconciliation of front office accounts with printouts from other departments

  • Prepared accurate billing of clients using Fidelio software application
  • Received payments on invoices and ensured they were correctly applied
  • Analyzed and updated billing profile of corporate clients to ensure discounts were correctly reflected on invoices
  • Supervised Front Office Staff
  • Managed VIP clients and other senior delegations
Candidate Info
6
years in
workforce
6
years
at this job
HS
High School Diploma
AS
Business Administration
BS
Business Administration
5

Guest Relations Manager -591 Room Airport Property

Achieved 100% Quality Assurance Audit score for At Your Service in 2006.

  • Achieved 100% Quality Assurance Audit score in all Front Office areas including Business Center and Retail Services in 2005.
  • Designated Labor Management Systems coach facilitating departments' ability to increase productivity.
  • Increased Associate Opinion At Your Service score by 22%.
  • Developed two associates resulting in promotions to supervisor, and one supervisor promoted into management.
  • Attained lower than budgeted labor costs by $17,334 for At Your Service Department and by $39,000 for telephone department.
  • Named Manager of the Quarter for taking on additional responsibilities for Front Office Manager, during her leave of absence, while also optimizing department sales.
Candidate Info
5
years in
workforce
2
years
at this job
International Marketing
6

Guest Relations Manager

Supported front office management with focus on enhancing customer satisfaction

  • Spearheaded "glitch recovery" system: led complaint handling, response, and service improvement efforts
  • Implemented Guest Recognition system, identifying most frequent customers company-wide, enabling sharing of customer preferences across Four Seasons properties
  • Hosted hotel-wide training course, "The Guest Experience"
  • Expanded leadership role as hotel's manager on duty
  • Supervised front office, concierge, guest services teams
  • Coordinated welcome amenity and milestone stay programs
Candidate Info
6
years in
workforce
1
year
at this job
BA
Economics
BA
Spanish
7

Membership & Guest Relations Manager

Assisted in the planning and execution of several direct mail campaigns that increased membership revenue by over $2.5 million.

  • Developed and implemented new membership fulfillment process that increased fulfillment efficiency and provided higher level of customer service.
  • Trained and managed Membership & Guest Relations staff on all membership and customer service processes in an effort to enhance zoo experience for all guests.
  • Assisted in data management through precise data entry and collection.
  • Member of several special project groups with goals of increasing customer service and overall zoo experience.
Candidate Info
6
years in
workforce
6
years
at this job
AS
Social Science
8

Guest Relations Manager

  • Developed annual retention plan for 2,000 season ticket holders based on various touch points. Renewal incentives included; early bird prizes, parties, attendance awards, in-game fan recognition, private practices, player appearances and an all-inclusive Mexican resort voucher.
  • Increased season ticket renewal percentage from 57% in 2008 to 76% in 2009.
  • Assisted the Sales Director with a $900,000 sales budget and analyzed new pricing strategies.
  • Delivered all season ticket holder communication through weekly e-newsletters, call campaigns, direct mailers, web page, scoreboard announcements and in-seat visits.
  • Responded to guest conflicts during 36 soccer matches with an average attendance of 15,341.
Candidate Info
10
years in
workforce
2
years
at this job
BA
Communication
9

Guest Relations Manager

Managed a team of eight guest service representatives.

  • Trained new employees and monitored their progress throughout probation period.
  • Coordinated special events and banquet services for large groups.
  • Operated POS system and conducted financial transactions.
  • Communicated effectively with staff members to ensure positive guest experiences.
  • Provided personable service to 100 guests each day in a fast-paced, customer service-oriented
Candidate Info
2
years in
workforce
1
year
at this job
BA
Political Science
10

Guest Relations Manager

Managed all departments and ensured a polished look was maintained throughout the hotel

  • Implemented training course for new hires
  • Created weekly profit/loss statements and projections and oversaw product orders for each department
  • Scheduled all employees according to hotel occupancy
  • Earned award for Team of the Year in 2006
Candidate Info
5
years in
workforce
2
years
at this job
C
Engineering
BS
Business Management

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