Guest Experience Champion at Lake Como Resort

EDITION; Griante; On-site; EUR 36,000 - 38,000; Full time

Benefits offered by this job

Staff housing accommodations

Meal vouchers

Staff cafeteria

Marriott Bonvoy program

Job summary

The Lake Como EDITION is seeking a dedicated Guest Relations Manager to support hotel operations by driving owner and guest relations and analyzing key metrics to enhance guest satisfaction at the resort.

The role requires coordinating with GM, leadership, and department managers, resolving guest issues, monitoring feedback, and delivering responses to ensure exceptional service and a memorable stay for owners and guests.

Qualifications

• High school diploma or GED with 1 year guest services experience.
• 2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration, or related major.

Responsibilities

• Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house.
• Supports operations of resort by managing owner and guest relations, and analyzes key metrics to help improve overall guest satisfaction.
• Assists in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey, the Customer Relations and Communications group or the Guest Relations group.
• Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s).
• Coordinates Manager on Duty efforts for the entire week ensuring the resort has proper coverage on all shifts throughout the week.

Skills

Guest relations

Customer service

Team leadership

Communication skills

Education

2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration, or related major

High school diploma or GED; 1 year experience in guest services, front desk, or related professional area

Job description

The Lake Como EDITION is seeking a dedicated Guest Relations Manager to support hotel operations by driving owner and guest relations and analyzing key metrics to enhance guest satisfaction at the resort.

The role requires coordinating with GM, leadership, and department managers, resolving guest issues, monitoring feedback, and delivering responses to ensure exceptional service and a memorable stay for owners and guests.