Guest Relations Manager

Job Description/Summary:

As the Guest Relations Manager, you will serve as the primary point of contact for our guests, ensuring their stay is flawless and meets the highest standards of hospitality. Your primary goal is to enhance guest satisfaction by providing personalized service and addressing concerns proactively.

Key Responsibilities:

Guest Experience Management:

• Welcome VIP guests and ensure they have a memorable stay by understanding their preferences and requirements.
• Handle guest inquiries, concerns, and complaints promptly and professionally.
• Regularly interact with guests to gather feedback and continuously improve the guest experience.
• Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction.

Team Leadership & Collaboration:

• Coordinate with various departments (e.g., Housekeeping, Front Desk, Dining) to ensure seamless service delivery.
• Train and mentor, the guest relations team to uphold the highest standards of service.
• Conduct regular meetings with the team to share feedback and address any concerns.

Operational Excellence:

• Monitor daily guest feedback, reviews, and ratings to identify areas of improvement.
• Collaborate with management to develop and implement strategies for enhancing guest satisfaction.
• Ensure that guest preferences, requirements, and details are documented and communicated effectively across teams.

Special Requests & Arrangements:

• Oversee the planning and organization of special events or arrangements requested by guests, such as anniversaries, birthdays, or other special occasions.
• Coordinate with local vendors or partners for exclusive experiences or services requested by guests.

Reporting & Analysis:

• Analyze guest feedback, comments, and reviews to measure satisfaction levels and identify trends.
• Provide regular reports to the resort management highlighting successes and areas for improvement.

Qualifications:

• Bachelor’s degree in hospitality management or related field.
• Minimum of 5 years of experience in guest relations or a similar role, preferably in a luxury resort or hotel setting.
• Proficiency in multiple languages is a plus.
• Exceptional interpersonal and communication skills.
• Strong problem-solving abilities and attention to detail.
• Familiarity with Opera Cloud, Alice, and other relevant software a plus.
• Flexibility to work varied shifts, including nights, weekends, and holidays.

Additional Responsibilities:

Any other duties assigned by management.