Key Responsibilities
Guest Experience Management: Oversee and enhance all guest interactions, ensuring personalized, professional, and seamless service.
Complaint Resolution: Handle guest complaints and feedback effectively, taking proactive measures to maintain high satisfaction levels.
Team Leadership: Train, mentor, and supervise guest relations employees, fostering a guest-centric culture.
VIP & Loyalty Programs: Manage VIP guests, loyalty programs, and special requests to ensure exceptional experiences.
Collaboration: Work closely with other departments to ensure coordinated service and smooth operations.
Reporting & Analysis: Monitor guest feedback, prepare reports, and implement strategies to improve service quality and ratings.
Qualifications & Experience
- Proven experience as a Guest Relations Manager or similar role preferably in a 5* luxury hotel.
- Degree in Hospitality Management / Tourism.
- Computer Literacy and knowledge of Hospitality software (Opera, Fidelio).
- Fluency in English.
- Fluency in a second language (Russian, German, French).
- Knowledge of VIP service standards, loyalty programs, and guest engagement strategies.
- Strong communicative, interpersonal, managerial & problem-solving skills.
What we offer
Team: Becoming a member of an organization that cares about its people, the environment, and the local communities.
Grow: Have room to grow and develop via numerous opportunities for learning, professional development, and career advancement.
Care: Competitive remuneration package, Accommodation & daily transportation, Full board meals, Departmental training.