Guest Relations Manager

2 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia DIMENSIONS Full time
Job Summary

We are seeking a highly skilled Guest Relations Manager to join our team at Dimensions. As a key member of our hospitality team, you will be responsible for delivering exceptional guest experiences and ensuring that our hotel's image is consistently maintained.

Key Responsibilities
  • Guest Services
    • Provide personalized guest service experiences, ensuring that every guest feels valued and cared for.
    • Ensure that all guests are properly greeted upon arrival and that their needs are met promptly.
  • Room Preparation and Coordination
    • Monitor daily bookings and ensure that assigned rooms are prepared prior to check-in.
    • Coordinate luggage collection and storage, ensuring that all guest belongings are secure and easily accessible.
  • Check-in and Check-out Procedures
    • Oversee check-in and check-out procedures, including reservations and financial transactions.
    • Promptly address guest requests, such as in-room dining and other amenities.
  • Guest Relations and Communication
    • Actively listen to and resolve guest complaints in a timely and professional manner.
    • Ensure that special guests, such as disabled individuals, elderly guests, children, and VIPs, receive personalized services.
    • Coordinate and manage communication between guests and staff, ensuring that all concerns are addressed and resolved.
  • Team Management
    • Manage the guest relations team, including Receptionists and Concierges, to ensure that all standards and operating procedures are met.
    • Appraise team performance and produce regular reports, identifying areas for improvement and implementing changes as needed.
  • Quality Assurance
    • Analyze customer feedback from guest reviews and online feedback, identifying areas for improvement and suggesting ways to enhance the guest experience.
    • Recommend local tourist spots, including places to dine, shop, and sight-see, to enhance the guest experience.
Requirements

To be successful in this role, you will need:

  • Previous hospitality experience, preferably in a hotel or similar environment.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with guests and staff.
  • Strong problem-solving and conflict resolution skills, with the ability to think critically and make sound judgments.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
  • High school diploma or equivalent required; degree in hospitality or a related field preferred.

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