The Director of Guest Relations is responsible for managing and administering the Guest Relations department. The job description includes overseeing the staff as they greet clients, and provide outstanding guest service. Common work activities found on the Director of Guest Relations Resume are – coordinating the check-ins to assigned rooms, making sure the front-desk staff offers stellar customer service, providing a memorable hospitality experience for guests, providing upscale guest service experience for clients, ensuring clients are properly greeted, monitoring the daily booking, coordinating luggage collection and storage, overseeing check-in and check-out procedures, promptly addressing guest requests, ensuring special guests like disabled people, and elderly get personalized services, and informing clients of the hotel services, including breakfast and dining options.
Apart from proven work experience, the following skills are expected from job applicants- a good understanding of all hotel management best practices, and relevant laws, experience with hotel management software, leadership skills, the ability to work flexible hours, a strong sense of responsibility and a professional presentation, and outstanding communication skills. A degree in Hospitality or Tourism is needed.
Objective : Results-oriented, deadline-driven, dependable professional with over 28 years of experience in the hospitality industry. Highly proficient in fast-paced environments demanding strong organizational, technical and interpersonal skills. I work well independently and as part of a team, and am committed to excellence and focused on creating guest loyalty and team productivity while keeping the company's assets and interests in mind.
Skills : Management, Excel, Accounting.
Description :
Involved in opening of new ball park.
Negotiated vendors and contractor's contracts.
Responsible for management of staff of 420 in all phases of guest relations Recruited and delivered HR strategies for local 508 union.
Oversaw all suite and club level operations.
Developed best practices and policies for entire new ballpark.
Developed and facilitated customer service training for all event day staff including all partners.
Developed policies, procedures, and staffing analysis for PNC Park.
Experience
2-5 Years
Level
Junior
Education
BS In Education
Director of Guest Relations Resume
Objective : Searching for a fulltime Director of Guest Relations position in an environment where I can utilize my operations management skills, along with my customer service skills, to enhance the company and continue to grow professionally.
Skills : Microsoft Office, Microsoft Excel, Photoshop.
Description :
Planned and coordinated Patient Experience programs ie.
Customer Service Program.
Developed and managed the budget for the Guest Relations Department and the Employee Recognition Program.
Collaborated with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals.
Provided guidance regarding patient experience data collection, tracking, distribution and communication.
Promoted a service ethic to change longstanding behaviours of front line workers and management.
Focused the organisation on reforming management and employee behaviour and retooling operational processes to align them better with patient needs.
Experience
2-5 Years
Level
Executive
Education
MBA In Executive
Director of Guest Relations Resume
Summary : Hands-on Director of Guest Relations with over twenty years of experience in manufacturing and healthcare industries skilled in employee relations, coaching, cultivating and changing company culture. Management of recruiting and human resource teams with successful fill rates, sourcing, and company branding. Implemented and managed FMLA, worker's compensation, leave of absence, benefits, employee communications and HR budgets.
Skills : Word, Excell, Atlas.
Description :
Directed all aspects of the patient experience for a 286-bed hospital with an average daily census of over 200, included guest relations staff and interns, while aligning efforts with safety and quality goals.
Successfully reduced open and unresolved complaint/grievance issues by 60% and increased compliments by 50%, in a 12-month period, with continual improvement process changes over a three-year period.
Developed, designed, and implemented patient satisfaction survey after discharge, maintaining over 600 calls monthly yielding a 75% success rate.
Restructured and implemented daily patient focus rounding, with an emphasis on the positive and immediate service recovery.
Directed redesign of Grievance/Complaint policy/process in line with CMS guidelines, to ensure real time closed-loop feedback on non-recoverable service opportunities.
Maintained and managed the on-line compliment and concern submissions through company website with a contact/closure time of 24-48 hours.
Acted as Facilitator/Training Coordinator for all management and associate customer service training with an average evaluation score for all classes combined of 90%.
Experience
10+ Years
Level
Senior
Education
Bachelor Of Science
Director of Guest Relations Resume
Headline : A highly effective sales and marketing Director of Guest Relations professional, with 6+ years of expertise in a director's position. Passionate about establishing and maintaining relationships with clientele, in addition to maximising resources to assist teams in achieving their sales and marketing objectives. Strives to contribute excellent leadership abilities, and marketing and sales techniques to benefit the company.
Skills : Microsoft Office, Delphi, Opera, Operations Management, Account Management.
Description :
Collaborated with the front desk on pre-arrivals, arrivals and departures of VIP's and opportunity guests, ensuring individual guest requests were achieved.
Assisted operational departments when needed with lateral service.
Guided and assisted team in their duties, focused on individual goals and reported to Executive Team weekly.
Provided logistics for meeting planners on over 700 programs in organizing the pre-planning, the event and post event phases of their events.
Assisted operational departments with lateral service when needed.
Worked with Catering Conference Service Managers to ensure their event was a success with the meeting planner and the group.
Oversaw Guest Relations, Concierge, Club level, and Quality Initiatives.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
Director of Guest Relations Resume
Objective : Unique and proven ability to engage clients/guests in customer service, build brand awareness and promote image. Keen ability to motivate team members in a positive direction, using a motivational management style. A total team player.
Skills : Excel, Word, Word, Outlook, Internet.
Description :
Designed all event marketing and promotional materials.
Presented corporate sponsorship presentations.
Designed light shows within selected venues.
Produced company's corporate videos.
Supervised event installations Insure consistent and impeccable client relations Company's spokesperson at all North America conferences
Wrote and produced all centers radio and television commercials Worked in cooperation with a board of directors.
Responsible for processing merchant association payables.
Experience
2-5 Years
Level
Junior
Education
Certificate In Marketing
Director of Guest Relations Resume
Objective : Director of Guest Relations dedicated to pain reduction, mobility improvement, and stress reduction. Dedicated to earning client trust in apprehensive clients. Proven record in assisting anxious and depressed patients with chronic pain. Developed individualised treatment plan with clients to fulfil individual need.
Skills : Microsoft Office, Sigma Care, Management.
Description :
Responsible for a budget for the accommodations, transportation, and of festival guests, staff, and invitees.
Responsible for the festivals guest and negotiated contracts, accommodations, and transportation for all invitees.
Worked with development and sponsorship to personally contract over in in-kind donations that majority of sponsor's the festival currently continues to use.
Created schedules and timelines for festival guests, staff, and 100+ volunteers.
Acted as a liaison between management / festival board of directors and between festival / community organizations to create a successful event.
Responsible for a dollar budget.
Kept communication lines open with merchants Worked alongside Mall Manager in day to day operations of the center CHAT TELEVISION - Community Coordinator Medicine Hat, Alberta CANADA On air weather reporter.
Experience
2-5 Years
Level
Executive
Education
MS
Director of Guest Relations Resume
Headline : A Director of Guest Relations position within the Healthcare, Hospitality, or Customer Service industry with a focus on Transformational Management, Team Leadership, Process Improvements, Patient/Guest Relations and or Customer Relations.
Oversaw and directed responses to patient and family grievances.
Created a collaborative response to improve HCAHPS.
Developed staff education to improve ability to respond to challenging patients and families while simultaneously decreasing frustration and stress.
Worked in conjunction with directors to improve HCAHP scores in their departments.
Worked collaboratively with risk management to investigate cases.
Provided weekly Guest Engagement strategy for hotel.
Served as internal strategy coach for middle management on aspects of patient and associate experience.
Experience
5-7 Years
Level
Junior
Education
High School Diploma
Director of Guest Relations Resume
Headline : An opportunity that combines my personalized service expertise and passion for customer service, with my business and communication skills. To pursue this goal with a proven industry leader and in an environment that fosters career development and rewards initiative. Particularly interested in a position that requires frequent interaction with people in a diverse working environment.
Skills : Microsoft Word; InCopy; Internet, Planning.
Description :
Developed and implement training manuals, processes and procedures for Guest Relations, Concierge and Club Lounge operations.
Published articles and stories for associate communications that were referenced frequently in external articles.
Formulate daily and weekly sales and activities reports.
Hardwired management and employee practices to ensure exceptional service on an ongoing basis.
Organized development and strategic planning for guest and staff.
Designed employee motivation and retention programs.
Provided customer service at all levels in a 24/7 environment (including airport and hotel).
Experience
5-7 Years
Level
Executive
Education
BA In Psychology
Director of Guest Relations Resume
Summary : Director of Guest Relations is responsible for Leading and managing a team of staff members in guest relations, Managing the guest relations function to ensure all personnel are performing at the highest level, Engaging with guest in a way that maximises their experience at our hotels by providing quality service and cuisine at an affordable price, using a variety of strategies/tools to achieve this objective.
Skills : Quality Service Assistant, Organisational Skills, Stakeholder Management.
Description :
Provided guest information at all levels in a 24/7 environment (including airport and hotel).
Engaged guests with a wide variety of activities including activities for children and families, childrens programs, programs for special needs children and adults, programs for seniors and other groups, professional services such as concierge services and valet parking, boat tours and charters, dining options including fine dining restaurants as well as food trucks or carts on property or nearby venues.
Developed and evaluated guest relations strategies and programs to achieve maximum guest satisfaction.
Coordinated internal client relationships with external partner organisations.
Interacted with internal clients such as restaurants, hotels, travel agents, distributors and other stakeholders to ensure high levels of customer satisfaction through effective communication and services.
Developed a strategic plan that meets business needs and objectives; assists with creating a vision for the future of guest relations.
Provided leadership in developing a guest relations strategy that meets business needs: strategic goals; objectives; mission; objectives; objectives; objectives; strategic goals and objectives.
Experience
7-10 Years
Level
Management
Education
GED
Director of Guest Relations Resume
Headline : As a Director of Guest Relations, responsible for Ensuring all staff members are performing at the highest level; identifying any issues with performance and take corrective action to address issues promptly, Communicating effectively with guests, vendors, media and others about our events and services; ensuring we are showing guests what they will experience.
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