Guest Relations Manager

Guest Relations Manager

Job Description

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
• Monitor guest satisfaction and provide feedback to management for service improvements.
• Supervise and support the Guest Relations team in daily operations.
• Provide coaching and guidance to team members to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
• Maintain guest records, preferences, and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
• Support the Guest Relations Manager in audits, inspections, and quality control initiatives.
• Assist in planning and executing special events, VIP services, and guest recognition programs.
• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Qualifications

• Qualification:

• Diploma or Bachelor's Degree in Hotel Management, Hospitality Management, Tourism or a related discipline is preferred.

• Additional qualifications in Guest Experience, Customer Service or Luxury Hospitality would be an advantage.

• Experience:

• Minimum 3 years or more of experience in Front Office, Guest Relations or a similar guest-facing role within a 5-star hotel or luxury resort.

• Minimum 2–3 years in a managerial position within Guest Relations or Front Office.

• Proven experience in managing VIP guests, guest profiling, service recovery and guest experience.

• Experience in a luxury resort environment is strongly preferred.

• Experience with PMS/CRM systems and guest profiling tools.

• Technical skills:

• Strong knowledge of luxury hospitality and guest experience standards.

• Excellent understanding of guest profiling and CRM practices.

• Strong knowledge of VIP and repeat guest management.

• Excellent complaint handling and service recovery skills.

• Strong telephone etiquette and communication standards.

• Proficiency in PMS/CRM and Microsoft Office applications.

• Ability to analyse guest feedback and service quality data.

• Good knowledge of hotel operational procedures and interdepartmental coordination.

• Fluent in English and Russian, with proficiency in a third language. Other language is a plus

• Excellent verbal and written communication skills, with the ability to interact confidently and professionally with an international clientele.

• Soft skills:

• Excellent interpersonal and communication skills.

• Warm, approachable and naturally guest-oriented.

• Strong leadership and team management skills.

• Excellent listening and empathy skills.

• Highly organised with strong attention to detail.

• Proactive and anticipates guest needs.

• Confident in handling difficult and sensitive situations.

• Strong problem-solving and decision-making abilities.

• Professional, discreet and trustworthy.

• Calm and composed under pressure.

• Strong cultural awareness and ability to interact with an international clientele.

• Passionate about delivering exceptional and personalised guest experiences.

• Strong sense of luxury service and attention to detail.

• Additional Information

Ihr Team und Arbeitsumfeld:

• In 1-2 Sätzen stellen Sie das Team, das Hotel oder den Arbeitsplatz so vor, dass sie die Kultur widerspiegeln

• Hinweis: Die Anpassung kann an spezifische lokale oder gesetzliche Anforderungen erfolgen, wie z.B. Arbeitserlaubnis

Unser Engagement für Diversity & Inclusion:

• Wir sind ein integratives Unternehmen und unser Ziel ist es, vielfältige Talente anzuziehen, zu rekrutieren und zu fördern.