Are you passionate about providing upscale guest service experiences and ensuring memorable stays for our guests? We are currently seeking a dynamic and guest- focused individual to join our team as a Guest Relations Manager.

This role involves working within the Sales and Front Office department,
1) assisting the Front Office Manager in improving customer relations and feedback
2) collaborating with the Events Manager and Sales Manager – showcasing our property to potential clients, answering their questions and highlighting our offerings.

Key Responsibilities:
• Provide upscale guest service experiences throughout guests’ stay.
• Ensure proper greeting of clients upon arrival and coordinate their check-ins to assigned rooms.
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
• Coordinate luggage collection and storage for guests.
• Oversee check-in and check-out procedures, including reservations and financial transactions.
• Promptly address guests’ requests, including in-room dining.
• Actively listen to and resolve complaints, ensuring guest satisfaction.
• Provide personalized services for special guests, such as disabled individuals, elderly, children, and VIPs.
• Coordinate communication between guests and staff, following up to resolve customer concerns.
• Inform clients of hotel services, amenities, and dining options.
• Promote all hotel amenities, conveniences, and programs.
• Manage the guest relations team, including Receptionists and Concierges, to ensure compliance with standards and operating procedures.
• Appraise team performance and produce regular reports.
• Liaise with Housekeepers and Wait Staff to ensure a comfortable guest experience.
• Analyze customer feedback from the hotel guestbook and online reviews, suggesting improvements.
• Recommend local tourist spots and attractions to guests.
• Establish friendly relationships with regular hotel clients.

Requirements: Education, Ǫualifications & Experience:
• Diploma or degree in hospitality management or related field.
• Minimum 36 months of experience in a 4-star hotel setting
• Conference hotel experience
• Fluency in both written and spoken English, with impeccable personal presentation.
• Problem-solving skills and computer literacy
• Familiarity with hotel procedures, including bookings, check-in/check-out processes, and luggage handling.
• Flair for communication and ability to resolve issues in a timely and accurate manner.