Guest Relations Manager

Leading the way with your passion for hospitality and customer service you will be responsible for mentoring and coaching the team of Front Office Agents. You will also manage the shift, ensuring check-in, check-out and related services are provided to guests with exceptional service. Reporting to the Front Office Manager, you will enjoy working as part of a team in a fast-paced environment, on a rotating shift basis. Assisting the Front Office Manager with the management and support of daily Front Office Operations. Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded. Handle guest requests, inquiries and complaints promptly. Handle any management issues or emergencies that arise, record and resolve as necessary. Assisting with Maintenance and Housekeeping related concerns outside business hours. Assisting with Reservations quality checks and inventory management . Maximise sales revenues through up-selling and marketing programs within the department. Maintain knowledge of hotel products, services, policies and emergency procedures. Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities. A minimum of 1 year experience in a leadership front office role in a similar sized hotel. Fluent in the English and able to communicate professionally with guests and team members, both in person and over the telephone. Excellent leadership, inter-personal, training and development skills. A passion for delivering exceptional guest experiences. Demonstrated ability to resolve problems and conflict, and work efficiently under pressure. Well-presented, organised and calm personality. High level of IT skills, including Excel and Word.