Guest Relations Manager

Job Overview:

- The role of the Guest Relations Manager is to ensure excellent service for our guests, supervising and managing the guest relations team and working close with the front office team with Front Office and Concierge, in compliance with our company philosophy, operating standards and procedures. He/She will oversee the overall resolutions of guests’ queries, concerns, and complaints, and implement effective solutions to ensure that communication lines are open between guests and hotel staff. He/She will help to develop a harmonious work atmosphere with a focused approach on teamwork.Responsibilities and duties:

- Will be responsible for exceeding our guest expectations from the pre-arrival, following up their satisfaction during the stay and assuring their expectations have been fulfilled upon their departure;
- Will provide quality service by responding to requests promptly, efficiently and courteously throughout the stay to increase the overall guest experience. Prompt and attentive support in escorting guests;
- Will lead, train and supervise the Guest Relations team to ensure the team deliver the highest quality service standards to consistently meet and exceed all our Guests’ expectations;
- Will support the Front Office and Concierge team;
- Will welcome guests on arrival, anticipating their individual needs & requirements;
- Will ensure effective communication between Guest Relations team and the other departments, in compliance with our current procedures. The goal should always be to make guests feel comfortable and satisfied;
- Will create a positive and collaborative work atmosphere within the team, spreading the culture of proactive teamwork among company departments;
- Will ensure and maintain very high standards of hygiene, behaviour and grooming of staff;
- Will collect all materials needed from the warehouse in accordance with the instructions received;
- Will meticulously fulfill the handover to their colleague responsible for the next shift;
- Will check the correct use and upkeep of the equipment and materials supplied.

We offer:

- Bespoken learning & development training (for example 1:1 coaching, leadership skills, strengthen languages or IT skills);
- Well-being activities (Yoga classes, get together activities, welfare measures);
- Competitive salary offer.

**Note**:

- Further details will be provided during the job interview.