Guest Relations Manager

Roles and responsibilities

• Responsible in ensuring the efficient operation in Guest Services
• Ensure that all team members are properly trained
• To handle complaint / incidents / accidents occurring in the hotel when required
• To manage & motivate the teams to upsell and to make sure that the rates given are matching with the instructions received
• Develops high quality relationships with guests throughout their stay, in order to encourage loyalty
  

Qualifications

Your experience and skills include:

• Minimum experience of two years in a similar role in 5-star Luxury Hotel
• Bachelor’s degree in Hospitality or equivalent
• Knowledge in MS Office and Opera system
• Ability to speak other languages preferably Russian
• The ability to work under pressure, multitask and think on your feet to quickly resolve issues is required
• Strong verbal and written communication skills and pride in personal presentation
• A genuine passion for customer service with a strong focus on always making our guest’s feel welcome during their stay
• Strong leadership & interpersonal skills
  

Additional Information

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

• Overseeing the guest experience from arrival to departure, ensuring high levels of satisfaction.
• Addressing guest inquiries, complaints, and special requests in a timely and professional manner.
• Building and maintaining relationships with repeat guests and VIPs to enhance loyalty.
• Collaborating with various departments (front desk, housekeeping, food and beverage) to ensure seamless service delivery.
• Monitoring guest feedback through surveys, reviews, and direct communication to identify areas for improvement.
• Training and guiding staff on customer service standards and guest interaction techniques.
• Implementing initiatives to enhance the guest experience, such as personalized welcome amenities or loyalty programs.
• Preparing reports on guest satisfaction and service performance for management review.

Desired candidate profile

A Guest Relations Manager plays a critical role in ensuring a positive experience for guests in the hospitality industry. This position focuses on building relationships, addressing concerns, and enhancing customer satisfaction. Here are the key skills and responsibilities associated with this role:

Key Skills

1. Interpersonal Skills: Exceptional ability to connect with guests, understand their needs, and create a welcoming environment.

2. Communication Skills: Strong verbal and written communication for effective interaction with guests and staff.

3. Problem-Solving: Ability to address and resolve guest complaints or issues promptly and professionally.

4. Attention to Detail: Careful monitoring of guest preferences and feedback to tailor experiences and improve service.

5. Organizational Skills: Efficient management of multiple tasks and guest requests simultaneously.

6. Cultural Sensitivity: Understanding and respect for diverse backgrounds, enhancing the overall guest experience.

7. Customer Service Orientation: A strong focus on exceeding guest expectations and ensuring satisfaction.

8. Leadership: Ability to guide and support team members in delivering excellent service.

9. Sales Skills: Proficiency in upselling services and promoting hotel amenities to enhance guest experiences.

10. Conflict Resolution: Skills in mediating disputes and finding satisfactory solutions for all parties involved.