Job brief

We are looking for a Guest Relations Manager (Preferred Arab Female) to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel.

What is the role of a Guest Relations Manager?

Guest Relations Manager responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will also make sure our front-desk staff, including Receptionists and Concierges, offer stellar customer service and provide memorable hospitality experiences for our guests. 

If you have previous hospitality experience and are familiar with hotel procedures, like bookings, luggage collection, storage and check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner.

Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stayEnsure clients are properly greeted upon their arrivalMonitor daily bookings and ensure assigned rooms are prepared prior to check-inCoordinate luggage collection and storageOversee check-in and check-out procedures, including reservations and financial transactionsPromptly address guests’ requests, like in-room diningActively listen to and resolve complaintsEnsure special guests, like disabled people, elderly, children and VIPs, receive personalized servicesCoordinate and manage communication between guests and staff and follow up to ensure we resolve customer concernsInform clients of our hotel services, including breakfast and dining optionsPromote all hotel amenities, conveniences and programs offeredManage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating proceduresAppraise team’s performance and produce regular reportsLiaise with Housekeepers and Wait Staff to provide an overall comfortable guest experienceExamine daily duties, assign tasks and check on progressAnalyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratingsRecommend local tourist spots, including places to dine, shop and sight-seeEstablish friendly relationships with regular hotel clients

Skills

Requirements and skills

• Proven work experience as a Guest Relations Manager, Hotel Manager or similar roleUnderstanding of all hotel management best practices and relevant lawsHands-on experience with Hotel Management software (PMS)Proficiency in English; knowledge of other languages is a plusCustomer service drive with outstanding communication and active listening skillsExcellent problem-solving and multitasking skillsLeadership skills along with the ability to motivate a team into high performanceAbility to work flexible hoursStrong sense of responsibility and a professional presentationBSc degree in Hospitality Management, Tourism, Business Administration or relevant field