Guest Relations Manager

Are you passionate about hospitality and excellence? Join the **NH Collection** **team**and work in captivating hotels and resorts in authentic landmark buildings in key destinations across Europe, Latin America, the Middle East, Asia and now Greater China. You will create an eclectic-elegant atmosphere to offer our guests stays driven by extraordinary feelings, paying great attention to stimulating details to create memorable moments. Find your place at NH Collection and experience the joy of making guests feel unique in elegant spaces and rooms to unfold. You will provide them with outstanding service and personalised attention. You will be part of a brand that places extraordinary feelings at the heart of everything it does.

As **Guest Relations Manager**, you will hold the primary responsibility for ensuring upscale, professional, and high-class guest service experiences before, during, and after their stay.
This role involves effective communication with guests, maintaining the highest service standards, managing guest feedback, and collaborating with various departments to uphold Brand standards through diligent implementation, continuous support, and constructive feedback.

**What do we offer?**:
At **Minor Hotels Europe & Americas**we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

- Welcome at work: feel like a guest and enjoy a free night stay with breakfast in your hotel for 2 persons.
- Meal vouchers with Edenred.
- Full reimbursement of transportations costs from home work.
- Pension plan
- Hospitalisation insurance after 6 month.
- Eco vouchers of 250€ per year based on full time employment.
- Refer-a-friend bonus.
- People University: excellent training & (international) development opportunities.
- Excellent career opportunities: all employees of Minor Hotels are given priority on internal vacancies worldwide
- Explore the Minor Hotels brands with our employee rates starting from €36 in all our hotels worldwide, 30% discount in the F&B outlets.
- Friends & Family Discount: They can also book their next city trip with your Friends & Family code.
- Enjoy special discounts on a variety of (web) shops and leisure activities on our employee benefits portal.

**What are you going to do?**:

- Extend a genuine greeting and warm welcome to arriving guests providing a professional introduction to the hotel and offer assistance with check-in procedures.
- Act as a point of contact for guests, addressing questions, concerns, special requests, and issues promptly and efficiently while maintaining the hotel's reputation for exceptional service
- Resolve guest issues and facilitate additional services like transportation, reservations, and recommendations for local attractions and services.
- Assure all guest reviews are answered and handle comments, suggestions, and complaints, working with Department Heads to create and execute action plans.
- Develop positive connections with guests, anticipating their needs to deliver personalized service and recognize repeat guests and VIPs, offering special amenities or services. Coordinate VIP greetings and departures with meticulous attention to detail in collaboration with the Front Office Manager and Hotel Director.
- Collect and analyze guest feedback through surveys, reviews, and direct communication and take decisive action to enhance guest experiences based on feedback and effectively communicate necessary changes to the hotel staff.
- Work closely with Hotel Heads of Department to ensure quality standards are known and implemented in all areas providing feedback and suggestions for improvement where necessary.
- Keep accurate and up-to-date guest profiles, including preferences, special requests, and relevant information to enhance future interactions and stays.
- Identify opportunities to upsell hotel services, such as room upgrades, spa treatments, or dining options and effectively communicate the value of these services to guests.
- Possess a thorough knowledge of services offered at the destination and key contacts, ensuring that all information provided by the hotel is up-to-date and aligns with quality standards and corporate identity.
- Assist in the preparation of PR events held in the hotel and review customer loyalty lists and execute commercial actions specifically designed for regular customers.

**What are we looking for?**:

- Education in Hospitality Management, Tourism, Business Administration, or a relevant field is recommended.
- Prior experience in a guest or customer-oriented environment at a senior level, with a strong preference for hospitality industry experience and knowledge of hotel procedures.
- International experience is highly valued.
- Fluent in the local language and a high level of English; additional language(s) is a plus.
- Strong communication skills