Guest Relations Manager

Job description

Company Description

Fairmont Royal Pavilion is a stunning 75-room luxury resort nestled along Barbados’ prestigious Platinum Coast. Renowned not only for its breathtaking oceanfront views and world-class hospitality, the Company is deeply committed to the personal and professional growth of its team. Employees are empowered through hands-on learning opportunities and gaining valuable experience in the dynamic world of luxury hospitality.

Team members enjoy a generous suite of benefits, including

·  50% discount for employees on dining and hotel stays
·  Exclusive rates at Accor Group hotels worldwide
·  Medical and Pension benefits
·  Ongoing development programs 

At Fairmont Royal Pavilion, you’re not just joining a team, you’re becoming part of a culture that celebrates excellence, nurtures talent, and rewards dedication. 

Job Description

As the Guest Relations Manager, you will seek to:

·  Provide engaging, sincere, personalised service to guests, fostering an engaged team and ensuring exceptional service standards.
·  Conduct daily room inspections, complete reports, and ensure follow-up actions are taken.
·  Support arrival and departure programmes, including lobby ambassador duties and guest communication.
·  Manage Front Office operations, including forecasting, payroll, scheduling, and team development.
·  Coordinate guest promotional advertising and service communications across the hotel.
·  Maintain public areas and guestroom amenities to brand standards.
·  Champion new hotel collateral and support local sales communication efforts.
·  Assist in preparing hotel news and responses to corporate PR requests.
·  Follow department policies, procedures, and safety standards.
·  Perform any other reasonable requests made by Management.
·  Develop and implement guest satisfaction initiatives to enhance overall experience and increase loyalty.
·  Manage and resolve guest complaints efficiently, ensuring high levels of guest satisfaction and retention.
·  Collaborate with other departments to streamline operations and improve interdepartmental communication.
·  Conduct regular training sessions for staff to maintain and improve service quality standards.
·  Analyse guest feedback and market trends to propose and implement service improvements and innovations.

 

Qualifications

 

·  Education: Secondary School education required; Degree in hospitality or related field preferred
·  Experience: Previous leadership experience in a similar role
·  Skills:
·  Proficient in Microsoft Excel and Word
·  Strong oral and written communication skills
·  Basic mathematical skills
·  Ability to work well under pressure and as part of a team
·  Languages: Fluency in English; additional languages (particularly French, German, or Italian) are an asset
·  Personal Attributes: Professional presentation, strong interpersonal and problem-solving abilities, highly responsible and reliable, with a focus on guest needs

Additional Information

WHAT IS IN IT FOR YOU:

- Learning programs through our Academies

- Opportunity to develop your talent and grow within your property and across the world!

- Ability to make a difference through our Corporate Social Responsibility activities.

Our Commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.