Guest Relations Manager

4 weeks ago

Muscat, Muscat, Oman Shangri-La Group Full time

Shangri-La Barr Al Jissah Muscat Muscat, Sultanate of Oman

Nestled in between the dramatic backdrop of rugged mountains and the pristine waters of the Sea of Oman, Shangri-La's Barr Al Jissah Resort and Spa is set on 124 acres of stunning scenery and home to three spectacular hotels: the family orientated Al Waha comprises 262 rooms, the diverse Al Bandar comprises 198 deluxe rooms and the luxurious and most exclusive Al Husn has 180 elegantly appointed guestrooms and suites. The resort also features 22 Food and Beverage outlets, 1,056 sqm ballroom with 8 breakout rooms, wide variety of recreational facilities, and a spa with 12 treatment villas.

The Guest Relation Manager is responsible for fostering strong guest relationships and ensuring a seamless, memorable stay for all guests. This role leads the guest relations team and acts as the central point of contact for VIPs, repeat guests, and special occasions. The manager continuously seeks to elevate guest satisfaction and drive loyalty through personalized service and proactive problem resolution.

What To Expect From You

  • Lead and manage the Guest Relations team to ensure consistent delivery of exceptional guest service.
  • Personally welcome VIPs, long-stay, and returning guests, ensuring their preferences are anticipated and met.
  • Analyze guest feedback and reviews to identify service gaps and implement improvements.
  • Collaborate with departments to plan and execute guest experiences (anniversaries, birthdays, honeymoons, etc.).
  • Develop and maintain strong relationships with guests to increase satisfaction and encourage repeat business.
  • Ensure the hotel's guest recognition program is effectively implemented and updated.
  • Respond to guest complaints and concerns with diplomacy, offering prompt and satisfactory resolutions.
  • Conduct regular training and coaching sessions for the team to uphold high service standards.
  • Prepare performance and guest feedback reports for management review.
  • Stay updated with industry trends and competitor practices in guest engagement.What we expect you to have:
  • Minimum 3 years in a similar position in a luxury hotel environment
  • Strong leadership and team management abilities
  • Excellent communication and interpersonal skills
  • Guest-centric mindset with strong problem-solving abilities
  • Proficient in Opera or similar systems, and Microsoft Office
  • Multilingual ability is a plus (especially French, or Russian)
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