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Our foundation in family goes back to 1957, when entrepreneur Jay Pritzker purchased the original Hyatt House motel. Pritzker and his brother, Donald, worked to grow the Hyatt brand, powered by their belief in the importance of family and care. As of March 31, 2020, Hyatt is a global hospitality company with 20 premier brands and more than 900 hotel, all-inclusive, and wellness resort properties in over 65 countries across six continents.With more than 127,000 colleagues across 65 countries, we embrace all cultures, races, ethnicities, genders, sexual orientations, ages, abilities, perspectives, and ways of thinking. Our culture is one that empowers every individual to be his or her best, and such authentic connection inspires the way we care for each other and for our guests.Be a part of something bigger. Enjoy life every day. Make a difference in the lives of those around you. Love where you work. Join a company that values respect, integrity, humility, empathy, creativity, and fun. With careers spanning the globe, your perfect opportunity awaits. Discover why Hyatt is consistently ranked one of the world’s best places to work.
Industry : Hotels & Resorts
Department : Front of House
Location : Tokyo, Japan
Level : Management
Posted : 18 Apr 2025
Job Role : Guest Relations Manager
Recruiter : Hyatt Hotels
Job Ref : HOZ60873
Employment Type: Permanent
Job Type :
Validate Through : 2025-05-17
Salary Description: Competetive Salary Offered
Description
Scope and General Purpose of Job: To assist Director of Rooms / Front Office Manager in leading the Guest Experience Team focused on increasing guest satisfaction by creating memorable Signature Experiences in all service Touch Points within the hotel.
Customer Service
•To send pre-arrival personalized welcome email to selected guests.
•To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by Rooms Manager / Assistant Front Office Manager / GEM Manager or Duty Manager.
•To personally and frequently verify that guests are receiving the best possible service during the stay, following the guest experience seven touch points, Arrival / Guest room / Social space / Events / Drinking & Dining / Activities & Services / Departure.
•Catch up and interact with VIP guests, Long stay guests, GEM target guests, and guest with specific circumstances to gain the feedback and ensure that the guests are having a pleasant stay.
•To ensure that guest history records are accurately maintained, all repeat guests are pre-registered and GEM notes are shared.
•To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
•Check the Restaurant reservations and greet VIP guests at appropriate timing in the restaurant.
Operational
•Understand and monitor Rooms division standards in general, working through the respective Department Heads to take corrective action where necessary.
•To conduct frequent and thorough inspections of guest rooms with the Housekeeping Manager.
•To assist in making sure that all 7 touches points, Arrival / Guest room / Social space / Events / Drink & Dine / Activities & services / Departure, are effective to guest satisfaction.
•To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Rishi star
Mumbai, India
Awesome hotel !!