Guest Relations Management Exec video 1.pptx

M 9111 Advanced Hospitality Operations Guest Relations Management After this section you should be able to: o Understand the structure of a Guest relations department o Describe the role of the Guest Relations Manager o Acquire communication skills and be aware of its importance Guest Relation...

M 9111 Advanced Hospitality Operations Guest Relations Management After this section you should be able to: o Understand the structure of a Guest relations department o Describe the role of the Guest Relations Manager o Acquire communication skills and be aware of its importance Guest Relations Department: • Report to Rooms Division Manager / GM • More common in Luxury Hotels • FOM is normally in charge of guest relations in lower categories hotels • It can be part of Concierge Department, depending on the hotel structure • In some structures, it may manage the Uniformed Service staff. Relations Manager • Guest Satisfaction/ Complaints management • VIP and Special Guests • Role of Manager On Duty ( MOD) • Supervision and coordination • Interdepartmental communication • Strong Knowledge about the destination and Hotel services • Support other departments Guest Relations Manager: Communication To improve the communication process, it is important to identify the different clients: Depending on how large the hotel is, there can be more or less complexity in the communication structure. External clients: Guest Clients/Visitors Suppliers Internal clients (staff & partners): Direct reports Therefore, all employees in guest contact positions should be properly trained in what to say, and how to say it. All departments HR (if applicable) This Photo by Unknown Author is licensed under CC BY