How to Become a Guest Relations Manager

Earning the title of Guest Relations Manager will be achieved by getting an education, developing a specialized skillset, and getting experience through an entry level job or an internship.

Education Requirements for Guest Relations Manager

The way to become a successful guest relations manager in the least amount of time is by getting a degree in hospitality, hotel administration, tourism, and the like from an accredited institution. Before you enroll in any college or university, be sure to ascertain that the institution is indeed accredited, otherwise, you may be spending a substantial amount of time and money for a worthless degree. Here are some reputable colleges and their degrees.

1. Cornell University – School of Hotel Administration 

Cornell is renowned for its hospitality management program, offering undergraduate and graduate degrees in Hotel Administration.

2. University of Nevada, Las Vegas (UNLV) 

William F. Harrah College of Hospitality: UNLV offers a variety of hospitality management programs, including degrees in Hospitality Management, Meetings and Events Management, and Gaming Management.

3. University of Central Florida (UCF)  

Rosen College of Hospitality Management: UCF’s Rosen College offers undergraduate and graduate programs in Hospitality Management, Event Management, and Restaurant and Foodservice Management.

4. Penn State University 

School of Hospitality Management: Penn State offers a Bachelor of Science in Hospitality Management through its School of Hospitality Management, with concentrations available in areas such as Lodging, Food Service, and Event Management.

5. Johnson & Wales University 

College of Hospitality Management: Johnson & Wales offers a range of hospitality management programs at multiple campuses, including degrees in Hospitality Management, Food Service Management, and Culinary Arts.

6. Purdue University 

School of Hospitality and Tourism Management: Purdue offers undergraduate and graduate programs in Hospitality and Tourism Management, with opportunities for specializations in areas such as Hotel Management, Tourism Development, and Event Planning.

7. Florida International University (FIU)  

Chaplin School of Hospitality & Tourism Management: FIU’s Chaplin School offers undergraduate and graduate programs in Hospitality Management, with specializations available in areas such as Beverage Management and Hospitality Real Estate Development.

8. Michigan State University 

School of Hospitality Business: Michigan State offers undergraduate and graduate programs in Hospitality Business Management, with opportunities for internships and industry experiences.

9. George Washington University 

School of Business: GW’s School of Business offers a Bachelor of Business Administration (BBA) in Tourism and Hospitality Management, providing students with a comprehensive understanding of the industry.

10. Boston University 

School of Hospitality Administration: Boston University offers undergraduate and graduate programs in Hospitality Administration, emphasizing a combination of business management and hospitality industry knowledge.

Develop Your Skillset in the Following Areas

Each of the following are skills which are vital to becoming a guest relations manager, begin today to develop your proficiency in the following areas:
1. Customer Service

Guest Relations Managers oversee the customer service operations, ensuring that guests receive prompt and courteous assistance with any inquiries, complaints, or requests they may have.

2. Problem Resolution

They handle guest complaints and issues, striving to resolve them efficiently and to the satisfaction of the guest. This may involve coordinating with various departments within the establishment to address concerns.

3. Relationship Building

Guest Relations Managers aim to build strong relationships with guests, often by anticipating their needs and preferences and providing personalized service. This can lead to repeat business and positive word-of-mouth recommendations.

4. Quality Assurance

They monitor the quality of service provided by staff members and identify areas for improvement. This may involve implementing training programs to ensure that employees maintain high standards of service.

5. Special Requests

Guest Relations Managers may assist with arranging special requests or amenities for guests, such as room upgrades, restaurant reservations, or special celebrations.

6. Communication

They serve as a liaison between guests and management, relaying feedback, suggestions, and concerns to the appropriate individuals within the organization.

7. Guest Satisfaction

Ultimately, the goal of a Guest Relations Manager is to ensure that guests have a memorable and enjoyable experience, leading to high levels of satisfaction and loyalty.

Participate in an Internship

One of the most rewarding and exciting things you can do on your journey to becoming a guest relations manager is to fortify your resume with an internship with a respected corporation (most all are paid positions). Here is one example, offered by Carnival Entertainment. In their own words, here are the responsibilities, qualifications, and benefits.

Activity Host Internship

“The primary role of an Activity Host intern is to assist the Cruise Director on a daily basis to create a fun and entertaining environment for our guests. The position will concentrate primarily on developing microphone skills and crowd management while providing a basic foundation of office and management knowledge.

RESPONSIBILITIES

The activity host intern’s job responsibilities include, but are not limited to, the following activities:

1. Host, assist and observe basic non-revenue and revenue generating activities.
2. Socialize with guests at different events throughout the ship.
3. Perform alongside other entertainment team members as assigned.
4. Be a reliable source of contact and information for our guests.
5. Assist with show watch and crowd control.
6. Demonstrate commitment to Carnival Service Values.
7. Maintain a friendly and positive guest service/hospitality attitude while on and off duty.
8. Communicate with others and work in a team or independently.
9. Ensure uniform policy, the Carnival Look and good hygiene is being followed at all times.
10. Actively participate in assigned activities including, but not limited to trainings, drills, safety briefings, “Port Manning”, meetings and performances, as required.

QUALIFICATIONS

1. Possess an enthusiastic attitude and approach.
2. Applicable experience as an emcee or host for weddings, hotels, resorts, cruise ships, and similar venues is preferred.
3. The ability to interact effectively and make connections with people of different age groups.
4. The ability to extend beyond a host into an entertainer.
5. The motivation to go above and beyond for our guests.
6. The ability to cross-promote activities and events.
7. Natural ability to communicate with others and work in a team or independently.
8. Demonstrate a clean and professional appearance.
9. Fluent proficiency in English.
10. Strong improvisational skills.
11. Strong microphone skills.
12. Be open to flexible working hours, starting early mornings, up to 10 hours a day.
13. Be able to adapt to the immediate or unforeseen challenges in the industry.
14. Be able to work in a fast-paced environment.
15. Applicable theatre background/knowledge is preferred.
16. Be able to execute basic office and management tasks.
17. Computer proficiency in Microsoft Word, Excel and Outlook.

PROGRAM BENEFITS

1. Paid internship, fixed monthly salary, paid bi-weekly.
2. Room and board included at no additional cost to the student.
3. All travel expenses from and to your nearest major airport are covered by Carnival Cruise Line (CCL).
4. Cost of the Seafarer\’s Fitness Medical Examination (SFME) and background screening will be reimbursed by C CL.
5. Professional and personal development opportunities offered through the crew training center on ship.”

Job Outlook For Guest Relations Managers

According to the U.S. Bureau of Labor Statistics (https://www.bls.gov/), Guest Relations Managers have promising opportunities for the time period spanning 2022-2032. The field is growing by 7% per year, which is faster than the average growth rate. Government experts predict that each year over 5,400 openings will become available (between 2022-2032), due to replacing guest relations managers who leave the profession, leave the work force and/or retire. Over the ten-year time span (2022-2032) it is projected that a total of 3,400 new guest relations management positions will be created. In 2022 there were 50,800 individuals working as guest relations managers. The median pay per year was $61,910, while the median hourly wage was $29.76. (As a reminder, the “median” amount is not an average, it is the middle value of a dataset. For the U.S. BLS definition go to: https://www.bls.gov/cps/definitions.htm#medianearnings).

By getting an education, developing a specialized skillset, and getting experience through an entry level job or an internship, you will be well on your way to becoming an in-demand and successful guest relations manager!