As a guest relations manager, articulating the complexity of your customer service expertise and leadership skills in a concise resume format can be particularly challenging. Our guide will help you distill these multifaceted experiences into compelling bullet points, ensuring your resume stands out to potential employers.
- Guest relations manager resume samples that got people hired at top companies.
- How to perfect the look-and-feel of your resume layout.
- How to showcase your achievements and skills through various resume sections.
- How you could hint to recruiters why your resume is the ideal profile for the job.
If the guest relations manager resume isn't the right one for you, take a look at other related guides we have:
How to style your guest relations manager resume: layout and format
When creating your guest relations manager resume, have you ever wondered how long it should be? Experts point out that it should be between one and two pages. Choose the longer format, if you happen to have over a decade of relevant experience. What is more, resume formats play a crucial role in presenting your experience. Use the:- Reverse-chronological resume format to highlight your experience;
- Functional skill-based resume format if you have less experience and want to focus on skills;
- Hybrid resume format to guide recruiters through both your experience and skills.
- Make sure your headline is simple and includes the job you're applying for or your current role, an abbreviation of a certificate you have, or even your professional area of interest;
- Always tailor your guest relations manager resume to the role you're applying for by matching job requirements to your experience via different resume sections;
- Once you've created your resume, download it in PDF (unless otherwise specified). This is to ensure readability and that the layout remains fixed.
Customize your resume for the market – a Canadian format, for example, might vary in structure.
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Listing your relevant degrees or certificates on your guest relations manager resume is a win-win situation. Not only does it hint at your technical capabilities in the industry, but an array of soft skills, like perseverance, adaptability, and motivation.
Don't forget to include these six sections on your guest relations manager resume:
- Header and summary for your contact details and to highlight your alignment with the guest relations manager job you're applying for
- Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
- Skills section to further highlight how your profile matches the job requirements
- Education section to provide your academic background
- Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections
What recruiters want to see on your resume:
- Proven ability to handle and resolve guest complaints effectively and with a customer-focused approach.
- Experience in training and leading guest relations teams to ensure top-tier customer service standards.
- Expertise in creating and implementing guest satisfaction programs or initiatives that enhance the guest experience.
- Demonstrated skills in guest service management, including monitoring guest feedback and consistently improving service delivery.
- Knowledge of CRM systems and guest loyalty programs to maintain high levels of guest retention and satisfaction.
What to include in the experience section of your guest relations manager resume
The resume experience section is perhaps the most important element in your application as it needs to showcase how your current profile matches the job.
While it may take some time to perfect your guest relations manager experience section, here are five tips to keep in mind when writing yours:
- Assess the advert to make a list of key requirements and look back on how each of your past jobs answers those;
- Don't just showcase you know a particular skill, instead, you need proof in the form of tangible results (e.g. numbers, percent, etc.);
- It's perfectly fine to leave off experience items that don't bring anything extra to your skill set or application;
- Recruiters want to understand what the particular value is of working with you, so instead of solely featuring technologies, think about including at least one bullet that's focused on your soft skills;
- Take care with wording each bullet to demonstrate what you've achieved, using a particular skill, and an action verb.
The below guest relations manager resume examples can help guide you to curate your professional experience, following industry-leading tips and advice.
- Spearheaded a team of 15 guest relations staff, ensuring efficient daily operations and delivery of exceptional customer service, leading to a 25% increase in guest satisfaction scores.
- Developed and executed a loyalty program that retained 30% more repeat customers year-over-year by offering tailored experiences and personalized amenities.
- Managed crisis situations, such as coordinating accommodations during unexpected events, always maintaining composure and resolving guest issues promptly which minimized negative reviews by 40%.
- Enhanced guest engagement by implementing a CRM system that tracked preferences and feedback, which resulted in a more personalized service approach.
- Led quarterly training workshops for a team of 10, ensuring up-to-date knowledge of industry best practices and technology, which contributed to a reduction in guest complaints by 35%.
- Collaborated with the marketing team to promote seasonal packages, increasing occupancy rate by 20% during off-peak months.
- Oversaw the establishment's guest relations operations, managing a budget of $500K for guest services which maximized department efficiency without compromising service quality.
- Implemented a staff exchange program with international branches to foster cultural sensitivity and adaptability, resulting in employees receiving high praise for global service standards.
- Negotiated contracts with local vendors for guest services and amenities, delivering a cost reduction of 15% while maintaining high-quality offerings.
- Streamlined the guest feedback collection process by introducing an intuitive mobile app, leading to a 50% increase in guest interaction and valuable data collection.
- Curated VIP guest experiences for high-profile clientele, ensuring discretion and impeccable service, which garnered the hotel exclusive contracts with several Fortune 500 companies.
- Facilitated cross-departmental collaboration to create a 'Guest First' culture, reducing inter-departmental conflicts by 60% and enhancing overall guest satisfaction.
- Coordinated with the IT department to deploy a hotel-wide Wi-Fi upgrade project, which improved online guest reviews related to internet service by 70%.
- Introduced a comprehensive training program that equipped staff with conflict resolution and communication skills, resulting in a 45% decrease in guest complaints.
- Partnered with the sales team to develop and market event packages, which increased revenue from hosted events by 30%.
- Launched an incentive program for the guest relations team, rewarding exceptional customer service, which enhanced team morale and guest feedback scores by 20%.
- Conducted a complete overhaul of the guest feedback system, leading to more actionable insights and a 15% improvement in service delivery.
- Pioneered the adoption of eco-friendly amenities and practices within the guest services department, distinguishing the hotel as a leader in sustainability among competitors.
- Championed a multilingual staff initiative to better serve international guests, thereby increasing guest satisfaction by 22% among non-English speaking visitors.
- Managed vendor relations for guest amenities, securing high-quality products at competitive prices, thus enhancing guest loyalty and reducing overall costs by 18%.
- Oversaw the renovation of the executive lounge to offer an exclusive experience for top-tier guests, resulting in a 25% increase in lounge usage and guest satisfaction.
- Re-engineered the guest arrival and departure processes, drastically reducing wait times by 30% and positively influencing guests' first and last impressions.
- Devised an exclusive partnership program with local attractions, providing guests with unique experiences and positioning the hotel as a hub for local tourism.
- Initiated a staff empowerment program, which gave team members discretion to resolve guest issues immediately, amplifying guest satisfaction and staff accountability.
The following content includes information from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. The data represents the top responsibilities present on the task lists for guest relations manager professionals.
Top Responsibilities for Guest Relations Manager:
- Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints.
- Participate in financial activities, such as the setting of room rates, the establishment of budgets, and the allocation of funds to departments.
- Confer and cooperate with other managers to ensure coordination of hotel activities.
- Greet and register guests.
- Monitor the revenue activity of the hotel or facility.
- Manage and maintain temporary or permanent lodging facilities.
- Train staff members.
- Observe and monitor staff performance to ensure efficient operations and adherence to facility's policies and procedures.
- Coordinate front-office activities of hotels or motels, and resolve problems.
- Inspect guest rooms, public areas, and grounds for cleanliness and appearance.
Quantifying impact on your resume
- Highlight the percentage increase in guest satisfaction scores under your management, demonstrating your ability to enhance customer experience.
- Quantify the growth in guest retention rates to illustrate your success in building customer loyalty.
- Document the exact number of training sessions you've conducted to improve service standards, emphasizing your leadership and developmental skills.
- Include the scale of events and functions overseen, specifying the number of attendees to showcase organizational capabilities.
- Mention any reductions in guest complaints achieved by instituting new policies, providing concrete evidence of problem-solving skills.
- Detail the revenue growth from upselling or cross-selling initiatives, proving your contribution to the business's financial objectives.
- Enumerate awards or recognitions received for outstanding guest services, signaling peer and industry acknowledgment of your competence.
- Report on the efficiency improvements in check-in/check-out procedures, using time saved as a metric for process optimization.
Action verbs for your guest relations manager resume
What can candidates do about their resume, if they have no experience
Job requirements can sometimes be answered by other elements you could make more prominent in your guest relations manager resume.
Thus, you'd be substituting your lack of experience with your relevant:
- Education with details of skills you've obtained that align with the job
- Internships and short-term jobs that are once more dedicated to putting your expertise in the spotlight
- Skills section answering basic and - potentially - more specific job qualifications
- Strengths or accomplishments to show the unique value you present, even as a candidate with less or no professional experience in the industry.
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If you happen to have plenty of certificates, select the ones that are most applicable and sought-after across the industry. Organize them by relevance to the role you're applying for.
Creating your guest relations manager resume skills section: balancing hard skills and soft skills
Recruiters hiring for guest relations manager roles are always keen on hiring candidates with relevant technical and people talents. Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies. Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment. Here's how to describe your hard and soft skill set in your guest relations manager resume:
- Consider what the key job requirements are and list those towards the top of your skills section.
- Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
- Look to the future of the industry and list all software/technologies which are forward-facing.
- Create a separate, technical skills section to supplement your experience and further align with the guest relations manager job advert. Find the perfect balance between your resume hard and soft skills with our two lists.
Top skills for your guest relations manager resume:
Property Management Systems (PMS)
Customer Relationship Management (CRM) software
Reservation and booking systems
Data analysis tools
Social media management tools
Conflict resolution software
Point of Sale (POS) systems
Online review platforms
Email marketing software
Channel management systems
Excellent communication
Problem-solving
Empathy
Adaptability
Team leadership
Attention to detail
Time management
Customer service orientation
Interpersonal skills
Cultural awareness
Next, you will find information on the top technologies for guest relations manager professonals from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license.
Top technologies for Guest Relations Manager’s resume:
- Email software
- Microsoft Outlook
- Microsoft PowerPoint
- M-Tech Hotel Service Optimization System HotSOS
- UniResMan
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Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.
Qualifying your relevant certifications and education on your guest relations manager resume
In recent times, employers have started to favor more and more candidates who have the "right" skill alignment, instead of the "right" education.
But this doesn't mean that recruiters don't care about your certifications .
Dedicate some space on your resume to list degrees and certificates by:
- Including start and end dates to show your time dedication to the industry
- Adding credibility with the institutions' names
- Prioritizing your latest certificates towards the top, hinting at the fact that you're always staying on top of innovations
- If you decide on providing further information, focus on the actual outcomes of your education: the skills you've obtained
If you happen to have a degree or certificate that is irrelevant to the job, you may leave it out.
Some of the most popular certificates for your resume include:
The top 5 certifications for your guest relations manager resume:
- Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute (AHLEI)
- Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute (AHLEI)
- Certified in Hotel Industry Analytics (CHIA) - American Hotel & Lodging Educational Institute (AHLEI) and STR
- Professional Certified Marketer (PCM) - American Marketing Association (AMA)
- Certified Revenue Management Executive (CRME) - Hospitality Sales and Marketing Association International (HSMAI)
The content below includes information from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. The data represents the top associations for guest relations manager professionals.
Top US associations for a Guest Relations Manager professional
- American Hotel and Lodging Association
- American Hotel and Lodging Educational Institute
- IEHA
- International Council on Hotel, Restaurant, and Institutional Education
PRO TIP
Listing your relevant degrees or certificates on your guest relations manager resume is a win-win situation. Not only does it hint at your technical capabilities in the industry, but an array of soft skills, like perseverance, adaptability, and motivation.
Recommended reads:
Deciding between a resume summary or objective for your guest relations manager role
Understanding the distinction between a resume summary and an objective is crucial for your guest relations manager resume.
A resume summary, typically three to five sentences long, offers a concise overview of your career. This is the place to showcase your most pertinent experience, key accomplishments, and skills. It's particularly well-suited for those with professional experience relevant to the job requirements.
In contrast, a resume objective focuses on how you can add value to potential employers. It addresses why they should hire you and outlines your career expectations and learning goals. Therefore, it's ideal for candidates with less experience.
In the following section of our guide, explore how resume summaries and objectives differ through some exemplary industry-specific examples.
Resume summaries for a guest relations manager job
- With over a decade of leadership in hospitality management, I have honed a robust skill set that encompasses adept conflict resolution, exceptional interpersonal abilities, and a flair for creating memorable guest experiences. At my current role, I spearheaded a team that increased overall guest satisfaction ratings by 25% within the first year.
- As an experienced communications specialist transitioning into guest relations management, I bring a fresh perspective anchored in over six years of public relations expertise. My talent for crafting engaging narratives turned a mid-sized company into a recognizable brand, underpinned by a philosophy of proactive customer engagement.
- Embarking on a career pivot from a ten-year tenure in retail operations into guest relations management, my extensive background in customer service and team supervision equips me with the insights to foster loyalty and enhance service protocols, evidenced by leading my previous team to a regional award for customer excellence.
- Bringing forth a vibrant 8-year track record in upscale hotel management, I specialize in curating bespoke guest experiences, leading efficient front-of-house teams, and innovating service strategies that have routinely uplifted guest satisfaction scores by impressive margins, culminating in our hotel's receipt of a prestigious industry accolade.
- Eager to leverage my dynamic customer engagement skills and keen passion for hospitality, I am committed to learning the intricacies of guest relations management to contribute effectively to an esteemed guest services team while focusing on exceptional service standards that exceed client expectations.
- As a recent graduate armed with a degree in Hospitality Management and internships at high-end resorts, I am enthusiastic about applying my academic knowledge and fresh perspectives to deliver outstanding service standards and develop a deep understanding of luxury guest relations management.
Average salary info by state in the US for guest relations manager professionals
Local salary info for Guest Relations Manager.” Source: My Next Move, National Center for O*NET Development. Accessed 10/15/2024
| State | Average Salary (in USD) |
|---|---|
| US National Average | $65,360 |
| California (CA) | $74,660 |
| Texas (TX) | $57,680 |
| Florida (FL) | $76,580 |
| New York (NY) | $78,510 |
| Pennsylvania (PA) | $59,060 |
| Illinois (IL) | $57,980 |
| Ohio (OH) | $49,350 |
| Georgia (GA) | $62,440 |
| North Carolina (NC) | $61,750 |
| Michigan (MI) | $68,000 |
Extra sections to include in your guest relations manager resume
What should you do if you happen to have some space left on your resume, and want to highlight other aspects of your profile that you deem are relevant to the role? Add to your guest relations manager resume some of these personal and professional sections:
- Passions/Interests - to detail how you spend both your personal and professional time, invested in various hobbies;
- Awards - to present those niche accolades that make your experience unique;
- Publications - an excellent choice for professionals, who have just graduated from university or are used to a more academic setting;
- Volunteering - your footprint within your local (or national/international) community.
Key takeaways
- Pay special attention to the tiny details that make up your guest relations manager resume formatting: the more tailored your application to the role is, the better your chances at success would be;
- Select the sections you include (summary or objective, etc.) and formatting (reverse-chronological, hybrid, etc.) based on your experience level;
- Select experience items and, consequently, achievements that showcase you in the best light and are relevant to the job;
- Your profile will be assessed both based on your technical capabilities and personality skills - curate those through your resume;
- Certifications and education showcase your dedication to the particular industry.
