Guest Relations Manager
Role Overview
The Guest Relations Manager oversees the guest journey to ensure exceptional service, manages a team, resolves guest concerns, and analyzes guest feedback and operational data.
The role requires leadership, strong communication, and a passion for guest satisfaction, often requiring front office or operations experience and proficiency with property management systems like Opera.
The manager implements guest service standards, develops staff, manages reputation, and contributes to hotel profitability while maintaining service quality.
Key Skills for This Role
Full Job Posting
About Rixos Premium Qetaifan Island North
Rixos Premium Qetaifan Island North is a multi-inclusive vacation destination with a waterpark, private beach, retail area, beach club, and dining venues.
Role Overview
The Guest Relations Manager oversees the guest journey to ensure exceptional service, manages a team, resolves guest concerns, and analyzes guest feedback and operational data.
The role requires leadership, strong communication, and a passion for guest satisfaction, often requiring front office or operations experience and proficiency with property management systems like Opera.
The manager implements guest service standards, develops staff, manages reputation, and contributes to hotel profitability while maintaining service quality.
Primary Responsibilities
- Develop high-quality positive relationships with guests, peers, team members, business partners, and potential clients.
- Champion the hotel's online and offline reputation and ensure the integrity of online ratings such as TripAdvisor.
- Take ownership of guest voice through TrustYou, reply to feedback across platforms, and investigate guest comments.
- Analyze guest feedback, identify improvement areas, communicate with department heads, and drive action plans.
- Review industry trends for new and innovative product and service opportunities.
- Lead the quality meeting and champion hotel brand standards, ensuring compliance and successful yearly audits.
- Internally audit the hotel periodically and spot check team product knowledge, guest rooms, and the executive lounge.
- Champion employee recognition and the 'Sparkle' program to drive guest engagement.
- Monitor the entire VIP experience, including room allocation, welcomes, and farewells for VIPs, elite members, and repeaters.
- Ensure the loyalty program is promoted to drive enrolment and follow up retro claims within 1%.
- Drive upsell and cross-sell initiatives and maximize revenues while controlling costs.
- Supervise and manage employees, oversee day-to-day operations, handle complaints and disputes, and assist front desk operations when required.
Qualifications & Skills
- Minimum 3 years of experience in a similar role at a 5-star hotel; local knowledge is an advantage.
- A strong academic background with a degree in Hospitality Management or a related field.
- Good Russian speaking; proficiency in additional languages is a plus.
- Proficiency in front office-related software, including Opera PMS, Microsoft Office applications, CRM systems, and MC software.
- Strong managerial and leadership abilities to lead, mentor, and develop a diverse, multicultural team.
- Exceptional interpersonal and communication skills with a warm, professional demeanour.
Competencies
- Good communication and customer contact skills.
- Service oriented with an eye for detail.
- Ability to work effectively and contribute in a team.
- Self-motivated and energetic.
- Must be well-presented and professionally groomed at all times.
- Understanding and ability to work in a multi-cultural environment.
- Embodies competitive spirit and skills based on Accor's capability framework: open minded, guest centric, self-confident, good communication, team player, proactive, business awareness and improvement.
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