Guest Relations Manager

Job description

Company Description

Swissotel Sharm El Sheikh All-Inclusive Collection resort offers an unforgettable vacation for its guests with a sense of luxury service nested with nature, with a wide range of accommodation types, from rooms, and suites featuring contemporary designs, including a unique side for adults.

All this in the peaceful surroundings of beautiful gardens, swimming pools, magnificent landscapes, a wide variety of à la carte restaurants, and particular spa services. Esteemed guests are welcome to relax and unwind in a quiet and elegant setting in the resort and enjoy a genuine experience of leisure, pleasure, and successful meetings.

Join our motivated and vibrant Team and build your career with us.

Job Description

·  Guest Experience Leadership: Oversee all aspects of guest relations to ensure exceptional guest experiences that align with Ennismore’s immersive and lifestyle-focused vision within the Altra All-Inclusive resort category.
·  Personalized Service: Develop and implement strategies to provide personalized services to guests, enhancing satisfaction and loyalty in the all-inclusive environment.
·  Team Management: Lead, train, and mentor the guest relations team, fostering a culture of excellence and adherence to Swissôtel’s luxury standards.
·  Guest Feedback Management: Monitor and analyze guest feedback from various channels, implementing improvements to address concerns and enhance overall guest satisfaction.
·  VIP Services: Coordinate special services for VIPs and high-profile guests, ensuring their needs are anticipated and met with the highest level of professionalism.
·  Complaint Resolution: Handle guest complaints and issues promptly and effectively, ensuring satisfactory resolutions while maintaining the resort’s reputation.
·  Cross-Department Collaboration: Work closely with other departments—such as Front Office, Housekeeping, Recreation, and Food & Beverage—to ensure seamless guest experiences throughout their stay.
·  Brand Alignment: Incorporate Ennismore’s lifestyle and immersive brand elements into guest relations practices, enhancing the uniqueness of the Altra All-Inclusive collection.
·  Cultural and Lifestyle Integration: Promote activities and experiences that reflect local culture and the resort’s lifestyle positioning, enriching the guest experience.
·  Event Coordination: Assist in planning and executing guest events and activities that align with the resort’s immersive and iconic identity.
·  Guest Information Management: Maintain accurate guest profiles and preferences to personalize services and anticipate needs during current and future stays.
·  Training and Development: Collaborate with the Learning & Development team to provide training for guest relations staff on service excellence and brand standards.
·  Quality Assurance: Conduct regular audits of guest interactions and services to ensure compliance with Swissôtel’s luxury standards and identify areas for improvement.
·  Sustainability Initiatives: Promote and integrate sustainable practices in guest relations activities, aligning with Ennismore’s commitment to eco-conscious hospitality.
·  Crisis Management: Participate in developing and implementing emergency response plans, ensuring guest safety and effective communication during crises.
·  Technology Utilization: Leverage guest service technologies and platforms to enhance communication, personalization, and efficiency in service delivery.
·  Market Trends Awareness: Stay updated on industry trends in guest services and hospitality to continuously enhance the guest relations function.
·  Reporting: Prepare and present reports on guest satisfaction metrics, feedback trends, and guest relations initiatives to senior management.
·  Brand Ambassador: Act as an ambassador for Swissôtel and Ennismore, embodying the brand values in all guest interactions and promoting the resort’s unique offerings.
·  Continuous Improvement: Identify opportunities to elevate the guest experience and implement innovative solutions in line with the resort’s luxury and lifestyle positioning.

Qualifications

·  Proven experience in guest services or hospitality industry, preferably in a supervisory role
·  Strong understanding of hotel operations, including front desk, reception, cashiering, and reservations
·  Excellent customer service skills with a focus on guest satisfaction
·  Demonstrated leadership abilities and experience in training and developing team members
·  Strong problem-solving skills and ability to handle guest complaints effectively
·  Proficiency in hotel management software and reservation systems
·  Excellent communication and interpersonal skills
·  Ability to multitask and work efficiently in a fast-paced environment
·  Detail-oriented with strong organizational skills
·  Sales-oriented mindset with the ability to upsell hotel services
·  Flexibility to work varying shifts, including weekends and holidays
·  Knowledge of health and safety regulations in the hospitality industry
·  Familiarity with the local area and attractions in Coimbatore is a plus