Guest Relations Manager

Company description

Swissotel Sharm El Sheikh All-Inclusive Collection resort offers an unforgettable vacation for its guests with a sense of luxury service nested with nature, with a wide range of accommodation types, from rooms and suites featuring contemporary designs, including a unique side for adults.

All this in the peaceful surroundings of beautiful gardens, swimming pools, magnificent landscapes, a wide variety of à la carte restaurants, and particular spa services. Esteemed guests are welcome to relax and unwind in a quiet and elegant setting in the resort and enjoy a genuine experience of leisure, pleasure, and successful meetings.

Join our motivated and vibrant team and build your career with us.

Job description

Guest experience leadership: Oversee all aspects of guest relations to ensure exceptional guest experiences that align with Ennismore’s immersive and lifestyle-focused vision within the Altra All-Inclusive resort category.

Personalized service: Develop and implement strategies to provide personalized services to guests, enhancing satisfaction and loyalty in the all-inclusive environment.

Team management: Lead, train, and mentor the guest relations team, fostering a culture of excellence and adherence to Swissôtel’s luxury standards.

Guest feedback management: Monitor and analyze guest feedback from various channels, implementing improvements to address concerns and enhance overall guest satisfaction.

VIP services: Coordinate special services for VIPs and high-profile guests, ensuring their needs are anticipated and met with the highest level of professionalism.

Complaint resolution: Handle guest complaints and issues promptly and effectively, ensuring satisfactory resolutions while maintaining the resort’s reputation.

Cross-department collaboration: Work closely with other departments—such as Front Office, Housekeeping, Recreation, and Food & Beverage—to ensure seamless guest experiences throughout their stay.

Brand alignment: Incorporate Ennismore’s lifestyle and immersive brand elements into guest relations practices, enhancing the uniqueness of the Altra All-Inclusive collection.

Cultural and lifestyle integration: Promote activities and experiences that reflect local culture and the resort’s lifestyle positioning, enriching the guest experience.

Event coordination: Assist in planning and executing guest events and activities that align with the resort’s immersive and iconic identity.

Guest information management: Maintain accurate guest profiles and preferences to personalize services and anticipate needs during current and future stays.

Training and development: Collaborate with the Learning & Development team to provide training for guest relations staff on service excellence and brand standards.

Quality assurance: Conduct regular audits of guest interactions and services to ensure compliance with Swissôtel’s luxury standards and identify areas for improvement.

Sustainability initiatives: Promote and integrate sustainable practices in guest relations activities, aligning with Ennismore’s commitment to eco-conscious hospitality.

Crisis management: Participate in developing and implementing emergency response plans, ensuring guest safety and effective communication during crises.

Technology utilization: Leverage guest service technologies and platforms to enhance communication, personalization, and efficiency in service delivery.

Market trends awareness: Stay updated on industry trends in guest services and hospitality to continuously enhance the guest relations function.

Reporting: Prepare and present reports on guest satisfaction metrics, feedback trends, and guest relations initiatives to senior management.

Brand ambassador: Act as an ambassador for Swissôtel and Ennismore, embodying the brand values in all guest interactions and promoting the resort’s unique offerings.

Continuous improvement: Identify opportunities to elevate the guest experience and implement innovative solutions in line with the resort’s luxury and lifestyle positioning.

Qualifications

• Proven experience in guest services or hospitality industry, preferably in a supervisory role
• Strong understanding of hotel operations, including front desk, reception, cashiering, and reservations
• Excellent customer service skills with a focus on guest satisfaction
• Demonstrated leadership abilities and experience in training and developing team members
• Strong problem-solving skills and ability to handle guest complaints effectively
• Proficiency in hotel management software and reservation systems
• Excellent communication and interpersonal skills
• Ability to multitask and work efficiently in a fast-paced environment
• Detail-oriented with strong organizational skills
• Sales-oriented mindset with the ability to upsell hotel services
• Flexibility to work varying shifts, including weekends and holidays
• Knowledge of health and safety regulations in the hospitality industry
• Familiarity with the local area and attractions in Coimbatore is a plus