Franchise Hotel - Guest Relation Manager

[aboutus]

Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels.

Day to Day Responsibilities

The Guest Relation Manager is responsible for ensuring the highest level of guest satisfaction by providing exceptional service throughout the guest journey. This role manages guest feedback, oversees VIP arrivals, and coordinates with all departments to deliver a seamless and memorable experience.

Requirements

• Guest Engagement: Greet and interact with guests in a professional, friendly, and hospitable manner to ensure a welcoming atmosphere.
• VIP & Special Guests: Coordinate VIP arrivals and departures, ensuring personalized services and attention to detail.
• Complaint Handling: Address guest concerns and complaints promptly and effectively, aiming for immediate resolution and satisfaction.
• Feedback Monitoring: Collect and analyze guest feedback to improve service quality and guest experience.
• Collaboration: Liaise with all departments (Housekeeping, Food & Beverage, Concierge, etc.) to ensure guest expectations are exceeded.
• Personalized Service: Maintain a record of guest preferences and history to ensure personalized experiences for repeat guests.
• Daily Operations: Supervise the Guest Relations team and support front office operations as needed.
• Report Preparation: Generate daily reports on guest interactions, feedback, and VIP movements.
• Training & Coaching: Guide and train Guest Relations team members in hospitality standards and service excellence.
• Brand Standards: Ensure all actions and services align with brand standards and values.
• Language Proficiency: Communicate effectively with Russian-speaking guests to provide personalized service and enhance guest satisfaction.

Benefits

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life. We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. So, join us and you’ll become part of our hotel family.