Luxury Guest Experience Manager

4 days ago

Muscat, Muscat, Oman beBee Careers Full time

Seamless Guest Experiences: A Leadership Role

About the Role

The Guest Relations Manager is a pivotal position that fosters strong relationships between guests and our esteemed establishment. As the central point of contact for VIPs, repeat guests, and special occasions, this role seeks to elevate guest satisfaction and drive loyalty through personalized service and proactive problem resolution.

Key Responsibilities
  • 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.
Requirements
  • 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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