Assistant Guest Relations Manager

Roles and responsibilities

As a Guest Relations Manager in Studio Frantzen, you will be a key representative of the restaurant, responsible for building and developing relationships with guests staying in the resort, local Dubai residents, and regular guests in order to drive customer loyalty and maximize revenue. This position will focus on the handling and booking of the higher end/top tiered guests arriving at Studio Frantzen. The Guest Relations Manager will be responsible for sourcing and servicing new business in and out of the Dubai Market. You will own the guest database and work with the F&B sales team to capture sales and coordinate group bookings as well as manage the bookings platform in coordination with the outlet management to ensure business is maximized in the short, mid and long term.

About You

Let your personality and skills take the stage while you create hospitality connections with the guests - we are on a look out for energetic Food & Beverage professional who does not shy away from being part of a Dubai life. Ideally you should have 2-3 years experience in Guest Relations or customer development within a high-end restaurant in Dubai or the European market. We would also require you to have a “blackbook” where you have created clientele over the years. International exposure is also preferred for this role together with excellent communication skills and fluency in one of the following languages: Spanish, Italian, Russian, French, German, Italian

Desired candidate profile

A Guest Relations Manager ensures exceptional customer experiences in hospitality settings by fostering strong relationships with guests, addressing concerns, and maintaining service standards. Below is a detailed overview of the skills, responsibilities, and qualities essential for this role:

Key Skills for a Guest Relations Manager

1. Customer Service Excellence

• Guest Engagement: Building rapport with guests and ensuring their needs are met.
• Complaint Resolution: Addressing guest concerns promptly and professionally.
• Empathy: Understanding and responding to guest emotions and preferences.

2. Communication Skills

• Verbal Communication: Clearly and professionally interacting with guests and staff.
• Written Communication: Crafting effective emails, reports, and feedback responses.
• Active Listening: Understanding guest feedback and ensuring appropriate actions.

3. Leadership and Team Management

• Staff Training: Coaching team members on customer service and guest interaction.
• Collaboration: Coordinating with departments such as housekeeping, food & beverage, and reservations.
• Motivation: Inspiring the team to maintain high service standards.

4. Problem-Solving Skills

• Quick Thinking: Resolving issues such as overbookings, service delays, or guest complaints.
• Decision-Making: Balancing guest satisfaction with company policies.
• Crisis Management: Handling emergencies or conflicts calmly and effectively.

5. Organizational Skills

• Task Management: Ensuring all guest-related tasks and requests are handled efficiently.
• Time Management: Prioritizing tasks in a busy environment to meet deadlines.
• Attention to Detail: Tracking guest preferences, anniversaries, and special occasions for personalized service.

6. Cultural Sensitivity and Adaptability

• Multicultural Awareness: Accommodating guests from diverse cultural backgrounds.
• Language Skills: Communicating effectively with non-native speakers (multilingual abilities are a plus).
• Adaptability: Adjusting approaches to suit different situations and guest preferences.

7. Technical Proficiency

• CRM Systems: Using guest relationship management software to track preferences and feedback.
• Reservations Systems: Managing bookings and guest data in systems like Opera, Amadeus, or similar.
• Social Media and Reviews: Monitoring and responding to online reviews and guest inquiries.