Guest Relations Manager

Responsibilities

• Serve as the primary point of contact for VIP and regular guests to ensure an exceptional stay
• Brief hotel departments on specific guest requirements and preferences
• Manage and resolve guest issues using creative and professional problem-solving techniques
• Identify opportunities for up-selling and promoting hotel facilities and services
• Arrange special amenities, recognition options, and events to create memorable guest experiences
• Utilize property management systems and front-of-house equipment in accordance with hotel policies
• Act as the hotel Duty Manager, ensuring compliance with security, fire, and health and safety regulations
• Support the Reception team and other departments as required

Requirements

• Excellent command of spoken and written English
• High level of IT proficiency
• Previous supervisory experience in a customer service role
• Strong leadership, interpersonal, and communication skills
• Ability to work a 4 on 4 off shift pattern
• Professional appearance and a proactive, forward-thinking approach
• Flexibility to respond to changing guest needs and various work situations