Guests Relations Manager

Our client is one of the landmark hotels in the Paphos region. They are looking for a Guest Relations Manager to make their clients feel welcome and ensure their pleasant and comfortable stay at their hotel.

As a Guest Relations Manager, your role would be to greet clients as they arrive, coordinate their check-ins to assigned rooms and informing them about the hotels facilities.
You will also make sure our front-desk staff, including Receptionists and Concierges offer exceptional customer service and provide memorable hospitality experiences for their guests.
If you have previous hospitality experience and are familiar with hotel procedures, like bookings, luggage collection, storage and check-in/check-out processes, it would be even better. The 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 hotels image by answering guests requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
• Appraise teams performance and produce regular reports
• Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients.

Requirements:

• Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• BSc degree in Hospitality Management, Tourism, Business Administration or relevant field

Benefits:
Exceptional working environment
Possibility to make an extensive network with high profile customers
Salary: 2500 eur gross monthly + 13th salary

Send me your CV now to:
sam.macaron@emeraldzebra.cy