Guest Relations Manager

We are looking for a Guest Relations Manager with the following qualifications, to be assigned to Seven Seas Jolie Bay Hotel in Hurghada, Egypt.

Seven Seas Jolie Bay is operating under management contract with Coral Group Hotels.

QUALIFICATIONS

• Graduated from related departments of universities (Preferably Tourism and Hotel Management)
• Have at least 4 years of managerial experience in a similar position,
• Knowledge of complaint & demand management and guest satisfaction measurement processes,
• High persuasion and communication skills,
• Guest oriented,
• Has the ability to make quick decisions,
• Able to adapt to intense work tempo,
• Successful in relationship management,
• Productive and open to development,
• Advanced command of English & German or English & Russian languages,
• Able to use MS Office applications effectively,
• Residing or able to reside in Hurghada/Egypt.

JOB DESCRIPTION

• Manages day-to-day operations, ensuring quality standards and meeting customer expectations on a daily basis,
• Manage, record and resolve promptly Guest complaints and requests,
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others,
• Ensure a high level of customer service is constantly maintained,
• Encourages and builds mutual trust, respect, and cooperation among team members,
• Serves as a role model to demonstrate appropriate behaviors,
• Supervises and manages guest relations team,
• To effectively manage complaints and requests, creates an effective and harmonious communication between departments,
• To effectively monitor and report the hotel's complaint rates, online reputation and satisfaction levels,
• To take an active role in the continuous improvement of the hotel service concept along with guest relations services,
• To plan and carry out the necessary steps for the department to achieve the determined goals,
• To provide the necessary contribution for the hotel to achieve its corporate goals.