Guest Relations Manager

About the Position

We are seeking a Guest Relations Manager to ensure our clients' pleasant and comfortable stay at our hotel, providing upscale service and resolving complaints.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children, and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences, and programs offered
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
• Appraise team’s performance and produce regular reports
• Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks, and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop, and sight-see
• Establish friendly relationships with regular hotel clients

Requirements

• Proven work experience as a Guest Relations Manager, Hotel Manager, or similar role
• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• BSc degree in Hospitality Management, Tourism, Business Administration, or relevant field

We Offer

• Opportunity to work remotely or in Kyiv, Ukraine
• Competitive compensation package
• Professional growth opportunities
• Collaborative and supportive work environment

About the Company

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