Guest Relations Manager

1 day ago


Dubai, United Arab Emirates Mercure Hotel Suites & Apartments Full time

**Job Title**: Guest Relations Manager

**Job Summary**: The Guest Relations Manager is responsible for ensuring that all guests have a memorable and enjoyable experience by providing high-quality service. This role involves overseeing guest relations operations, handling guest feedback, and leading a team to meet the needs and expectations of guests.

**Key Responsibilities**:

- **Guest Experience Management**:

- Ensure exceptional service is provided to all guests by anticipating their needs and addressing any concerns promptly.
- Handle and resolve guest complaints, issues, or special requests with professionalism and care.
- Monitor guest feedback and conduct follow-up actions to ensure satisfaction.
- **Team Leadership**:

- Supervise and manage the guest relations team, providing training, coaching, and motivation to ensure high performance.
- Collaborate with other departments, including Front Desk, Housekeeping, and Food & Beverage, to maintain a seamless guest experience.
- **Communication & Coordination**:

- Maintain open communication with guests and internal teams to ensure timely and accurate information flow.
- Coordinate with management to implement guest service initiatives and enhance guest satisfaction.
- **Guest Feedback & Reporting**:

- Collect, review, and analyze guest feedback to identify areas for improvement in services and amenities.
- Prepare and submit reports on guest satisfaction, service improvements, and departmental performance.
- **VIP & Special Guests**:

- Manage VIP guest relations, ensuring personalized services are provided.
- Develop and maintain relationships with regular guests and high-profile visitors.
- **Quality Control**:

- Monitor guest interaction standards to ensure consistency with the brand’s service values.
- Ensure all areas of guest relations, including check-in/check-out and concierge services, are operating efficiently.
- **Problem-Solving & Conflict Resolution**:

- Address and resolve guest complaints or service breakdowns with professionalism, ensuring the best possible outcome for the guest and the hotel.

**Qualifications**:

- Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred).
- Proven experience in a guest relations or customer service role, preferably in the hospitality industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and conflict resolution skills.
- Knowledge of hospitality software and systems.

**Skills and Abilities**:

- Exceptional customer service orientation.
- Ability to remain calm and professional under pressure.
- Proactive and detail-oriented with strong organizational skills.
- Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

**Job Types**: Full-time, Permanent



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