Director of Guest Relations

Company Overview: Moxy Hotels is a leading hospitality organization dedicated to providing exceptional guest experiences. We pride ourselves on delivering top-notch service and creating memorable moments for our Fun Hunters. As we continue to expand our operations, we are seeking a passionate and dynamic individual to join our team as the Director of Guest Relations.

Job Description:

The Director of Guest Relations will be responsible for overseeing all aspects of guest interactions and experiences within our organization. This role requires a highly motivated individual with exceptional interpersonal skills and a commitment to delivering unparalleled service. The Director of Guest Relations will work closely with various departments to ensure that guest needs are met and exceeded at every touchpoint.

Key Responsibilities:

1. Developing Guest Experience Strategies: implement strategies to enhance the overall guest experience, including personalized services and amenities.
2. Managing Guest Satisfaction: Oversee GSS and analyze guest reviews to identify areas for improvement. Collaborating with department heads to implement strategies
3. VIP Guest Management: Ensure seamless handling of VIP guests and special requests, conduct room walkthroughs to ensure impeccable experiences for VIP guests.
4. Pre-Arrival and Departure Communication: Coordinate pre-arrival and departure communication with guests, providing essential information and personalized touches to enhance their stay.
5. Interdepartmental Collaboration: Collaborate with other departments, such as Front Office, Housekeeping, and Food & Beverage, to coordinate seamless guest experiences.
6. Standard Operating Procedures: Develop and uphold standard operating procedure for guest interactions, ensuring consistency and excellence across all touchpoints.
7. Issue Resolutions: Handle escalated guest issues with diplomacy and tact, seeking resolution while preserving the integrity of the guest experience and the company's reputation.
8. Cross-functional Support: Liaise with Marketing teams to support weekly events and ensuring accurate and updated information about activations.
9. Performance Review and Action Planning: Conduct regular meetings with department heads to review guest satisfaction scores and develop actionable plans for continuous improvement.

Qualifications:

1. Bachelor's degree in Hospitality Management, Business Administration, or a related field. Master’s degree preferred.
2. Minimum of 2 years of experience in guest relations or hospitality management, with at least 2 years in a leadership role.
3. Strong leadership and team-building skills, with a proven ability to motivate and inspire others.
4. Exceptional communication, organizational and interpersonal skills, with fluency in multiple languages preferred.
5. Excellent problem-solving abilities, with a focus on finding creative solutions to meet guest needs.
6. Proficiency in guest service software and systems, such as property management systems (PMS) and customer relationship management (CRM) tools.
7. Ability to work flexible hours, including evenings, weekends, and holidays, as needed.

The Director of Guest Relations plays a crucial role in shaping the overall guest experience and ensuring that our organization remains a leader in hospitality. If you are a strategic thinker with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Join us in creating unforgettable moments for our Fun Hunters!