Guest Relations Manager

5 giorni fa

Milano, Lombardia, Italia Hosco A tempo pieno
What will be your mission?

As Guest Relations Manager , you will hold the primary responsibility for ensuring upscale, professional, and high-class guest service experiences before, during, and after their stay. 
This role involves effective communication with guests, maintaining the highest service standards, managing guest feedback, and collaborating with various departments to uphold Brand standards through diligent implementation, continuous support, and constructive feedback. 

What are we looking for?
  • Education in Hospitality Management, Tourism, Business Administration, or a relevant field is recommended.  
  • Prior experience in a guest or customer-oriented environment at a senior level, with a strong preference for hospitality industry experience and knowledge of hotel procedures. 
  • International experience is highly valued. 
  • Fluent in the local language and a high level of English; additional language(s) is a plus. 
  • Strong communication skills (verbal and written) with a proactive approach to resolving issues. 
  • Exceptional customer focus skills, consistently going the extra mile to exceed guests' expectations. 
  • Ability to adapt communication styles to different types of guests, providing personalized service according to their preferences, needs, lifestyles, and forms of working and interacting. 
  • Ability to influence colleagues from other departments to work together towards the same goal (quality). 
  • Excellent problem-solving and multitasking skills. 
  • Leadership skills with the ability to motivate a team into high performance. 
  • Flexibility and availability to work in shifts and on weekends, depending on hotel occupancy/events. 
What will you do?

Coordinating a Team of 4 people, your main responsibilities will be:

  • Extend a genuine greeting and warm welcome to arriving guests providing a professional introduction to the hotel and offer assistance with check-in procedures. 
  • Act as a point of contact for guests, addressing questions, concerns, special requests, and issues promptly and efficiently while maintaining the hotel's reputation for exceptional service
  • Resolve guest issues and facilitate additional services like transportation, reservations, and recommendations for local attractions and services. 
  • Assure all guest reviews are answered and handle comments, suggestions, and complaints, working with Department Heads to create and execute action plans. 
  • Develop positive connections with guests, anticipating their needs to deliver personalized service and recognize repeat guests and VIPs, offering special amenities or services. Coordinate VIP greetings and departures with meticulous attention to detail in collaboration with the Front Office Manager and Hotel Director. 
  • Collect and analyze guest feedback through surveys, reviews, and direct communication and take decisive action to enhance guest experiences based on feedback and effectively communicate necessary changes to the hotel staff. 
  • Work closely with Hotel Heads of Department to ensure quality standards are known and implemented in all areas providing feedback and suggestions for improvement where necessary. 
  • Keep accurate and up-to-date guest profiles, including preferences, special requests, and relevant information to enhance future interactions and stays. 
  • Identify opportunities to upsell hotel services, such as room upgrades, spa treatments, or dining options and effectively communicate the value of these services to guests. 
  • Possess a thorough knowledge of services offered at the destination and key contacts, ensuring that all information provided by the hotel is up-to-date and aligns with quality standards and corporate identity. 
  • Assist in the preparation of PR events held in the hotel and review customer loyalty lists and execute commercial actions specifically designed for regular customers. 
Why choose us?

At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

  • Worldwide experience – diversity of 150 different nationalities.
  • Career development opportunities full of national and international challenges. 
  • Wide range of training programmes to enhance your skills. 
  • Wellbeing initiatives, including flexible working conditions.
  • Team member recognition programmes, including Memorable Dates.
  • Ability to make a difference through our sustainability programme and volunteering initiatives.
  • Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.
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