Job Title: Guest Relations Manager
Location: On site
Job Type: Seasonal
Company Description: Miraggio Thermal Spa Resort is a dynamic and innovative resort committed to
excellence and growth. We are seeking a highly motivated Guest Relations Manager to uplevel the experience of our guests.
Job Role : As a Guest Relations Manager at Miraggio Thermal Spa Resort you are
the ambassador of exceptional guest
experiences. Your primary responsibility is to build and maintain strong
relationships with our guests, ensuring their comfort and satisfaction. You
will oversee a team of guest relations personnel and ensure that all guest
interactions and concerns are handled with the highest level of professionalism
and care.
Key Responsibilities:
- Guest Services Leadership: Lead
the Guest Relations team by setting an example of unparalleled guest service,
ensuring the team understands and delivers on the hotel's service standards.
- Guest Engagement:
Establish and maintain strong relationships with guests, recognizing and
addressing their needs and preferences. Anticipate and exceed guest
expectations to create memorable experiences.
- Problem Resolution:
Handle guest concerns and complaints promptly and professionally, finding
appropriate solutions while adhering to hotel policies. Address any issues that
require escalation.
- Team Management:
Recruit, train, and supervise the Guest Relations team. Provide coaching,
guidance, and performance feedback to foster a positive and motivated work
environment.
- Special Requests:
Ensure that special guest requests are fulfilled to enhance the guest
experience.
- Communication: Maintain effective communication
with other hotel departments, including front office, housekeeping,
maintenance, and F& B Department to
coordinate guest requests and enhance guest experiences.
- Feedback Analysis:
Collect and analyze guest feedback through surveys and direct interactions,
identifying trends and areas for improvement, and implementing changes as
necessary.
- Guest Recognition Programs: Develop and manage guest recognition programs and loyalty initiatives to
enhance guest retention and repeat business.
- Quality Assurance:
Conduct regular inspections and audits of guest rooms and public areas to
ensure cleanliness, functionality, and adherence to quality standards.
- Safety and Security: Uphold the hotel's safety and security protocols, ensuring the well-being of
guests and staff.
Qualifications:
- Bachelor's
degree (National or International university/ AEI or TEI)
- 3-5
years minimum experience on similar position , leadership in hospitality
strongly required
- Excellent
knowledge of Greek and English languages. Third language will be considered
accordingly.
- Exceptional
communication (both verbal and written), negotiation and administrative skills
- Ability
to prioritize tasks, work under pressure with provided resources, manage workload
using own initiative and sufficiently cover a multi task position.
- High
knowledge of Protel/CRS/PMS revenue management and MS office are considered a
must.
- Availability
to work in shifts, including evenings, weekends, and holidays.
Additional Information:
We offer a competitive compensation package, including salary, benefits,
and opportunities for professional growth. We are an equal opportunity employer
and are committed to diversity and inclusion in our workforce.
If you are dedicated to
delivering exceptional guest experiences join our team and be part of our journey towards excellence!
All resumes will be handled with discretion. Only those who possess the above-mentioned requirements will qualify for an interview and be contacted in due time.
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