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Guest Relations Manager

3 settimane fa

Milano, Italia NH Collection Hotels & Resorts A tempo pieno

Are you passionate about hospitality and excellence? Join the **NH Collection** **team**and work in captivating hotels and resorts in authentic landmark buildings in key destinations across Europe, Latin America, the Middle East, Asia and now Greater China. You will create an eclectic-elegant atmosphere to offer our guests stays driven by extraordinary feelings, paying great attention to stimulating details to create memorable moments. Find your place at NH Collection and experience the joy of making guests feel unique in elegant spaces and rooms to unfold. You will provide them with outstanding service and personalised attention. You will be part of a brand that places extraordinary feelings at the heart of everything it does.

Are you passionate about hospitality?

Join the **NH COLLECTION PRESIDENT**soon to be rebranded as **TIVOLI HOTELS & RESORT**, one of the most representative hotels in Milano and flagship property for Minor Hotels.

Start your professional career in one of the largest international groups in the hotel sector, with more than 530 hotels and resorts worldwide and be part of the exiting rebranding phase of the hotel, managing and supporting all the repositioning activities.

In the heart of the world fashion capital, the five stars hotel NH Collection Milano President is the perfect place for an unforgettable stay in the city.

With its’ privileged location in the Golden District of Via Montenapoleone and Via della Spiga, close to the city’s major sights as Duomo, Galleria Vittorio Emanuele and La Scala Theatre, the hotel is ideal to experience the cultural attractions and the city’s unique vibe, both for leisure and business.

Our people are our asset being personable, genuine and above all else love interactions they have with our guest daily.

Our Team know no boundaries when it comes to ensure our Guest leave the Hotel with a rememberable experience

We are recruiting a** GUEST RELATIONS MANAGER (M/F)**for **NH COLLECTION MILANO PRESIDENT**soon to be rebranded **TIVOLI Hotels & Resorts**

**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 neces