Guest Relations Manager

Company Overview

Rixos Premium Qetaifan Island North offers guests a premium island retreat featuring abundant entertainment options such as a waterpark, private beach, retail spaces, a beach club, and various dining venues, making it a premier all-inclusive vacation spot.

Job Summary

The Guest Relations Manager is responsible for overseeing the entire guest experience to guarantee outstanding service delivery. This role involves leading a team to uphold high service standards, resolving guest issues efficiently, analyzing feedback and operational data, and driving continuous improvement in service quality and hotel profitability.

Primary Duties

• Foster and maintain excellent relationships with guests, colleagues, business partners, and prospective clients.
• Serve as the main advocate for maintaining and enhancing the hotel's reputation across both online and offline platforms.
• Manage guest feedback through platforms such as TrustYou, ensuring timely and appropriate responses and investigating concerns when necessary.
• Maintain the accuracy and integrity of online ratings, including TripAdvisor.
• Analyze guest feedback trends to identify improvement areas and collaborate with department heads to implement corrective actions.
• Utilize guest feedback data to address recurring issues and prevent future problems.
• Stay updated on industry trends to introduce innovative products and services.
• Lead quality meetings and champion adherence to hotel brand standards, facilitating compliance audits.
• Conduct internal audits and promote employee recognition initiatives to boost guest engagement.
• Encourage participation across departments in programs designed to elevate guest experiences, such as the 'Sparkle' program.
• Hold regular staff meetings to ensure service consistency, product knowledge, and operational awareness.
• Gather and act on feedback from guests and employees to enhance the guest experience.
• Oversee VIP guest experiences and ensure the team is knowledgeable about all hotel offerings and promotions.
• Monitor promoting the hotel's loyalty program to increase enrollment and manage retro claims efficiently.
• Implement hotel policies, maintain public areas according to brand standards, and ensure hotel property and equipment are well-maintained.
• Supervise staff and manage daily operations, performing duties in employees' absence when needed.
• Handle pre-arrival and post-departure guest queries, manage complaints, and resolve conflicts professionally.
• Maintain a visible presence in public areas during peak times and oversee room allocations for VIP and repeat guests.
• Manage inventory for office supplies in business and guest relations centers and ensure consistent service sequences.
• Understand and align department operations with the hotel's overall financial objectives, assisting front desk operations as required.
• Keep the team informed on daily sales priorities, room availability, and business forecasts.

Qualifications and Skills

• At least 3 years of experience in a comparable position within a 5-star hotel, with local market knowledge as a plus.
• A degree in Hospitality Management or a related discipline.
• Proficiency in Russian is desirable; additional languages are advantageous.
• Strong command of front office systems such as Opera PMS, Microsoft Office suite, CRM tools, and MC software.
• Demonstrated leadership and management skills with the ability to mentor and guide a multicultural team.
• Excellent interpersonal and communication skills with a professional and approachable demeanor.

Core Competencies

• Effective communication and guest interaction abilities.
• Meticulous attention to detail with a service-oriented mindset.
• Teamwork skills and ability to collaborate effectively.
• Self-driven with high energy levels.
• Professional appearance and grooming standards.
• Capability to thrive in a multicultural environment.
• Alignment with Accor's core values including open-mindedness, guest-centric focus, confidence, teamwork, proactivity, business awareness, and continuous improvement.