Guest Service Excellence Leader

2 weeks ago

Muscat, Muscat, Oman beBeeLeadership Full time 4,500 - 7,500

Guest Relations Manager Job Description

  • The Guest Relations Manager oversees the delivery of exceptional guest service, leading a team to ensure consistent quality and high standards.


About This Role

This is an opportunity to join our organization as a Guest Relations Manager, responsible for fostering strong relationships with guests and driving satisfaction through personalized service and proactive problem resolution. The ideal candidate will have a passion for delivering exceptional guest experiences and possess excellent communication and leadership skills.


Responsibilities

We are seeking a highly skilled Guest Relations Manager to lead our team in delivering exceptional guest service. Key responsibilities include:

  • Leads and manages the Guest Relations team to ensure consistent delivery of exceptional guest service.
  • Personally welcomes VIPs, long-stay, and returning guests, ensuring their preferences are anticipated and met.
  • Analyzes guest feedback and reviews to identify service gaps and implement improvements.
  • Collaborates with departments to plan and execute guest experiences (anniversaries, birthdays, honeymoons, etc.).
  • Develops and maintains strong relationships with guests to increase satisfaction and encourage repeat business.
  • Ensures the hotel's guest recognition program is effectively implemented and updated.
  • Responds to guest complaints and concerns with diplomacy, offering prompt and satisfactory resolutions.
  • Conducts regular training and coaching sessions for the team to uphold high service standards.
  • Prepares performance and guest feedback reports for management review.


Requirements

To succeed as a Guest Relations Manager, you will need to have:

  • A minimum of 3 years' experience in a similar position in a luxury hotel environment.
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • A 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).


Benefits

This role offers a competitive salary and benefits package, including opportunities for professional growth and development.


What We Offer

We offer a dynamic and supportive work environment, with opportunities to make a real difference in the lives of our guests. If you are a motivated and experienced professional looking for a new challenge, we would love to hear from you.

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