Guest Relations Manager

Welcome to Soluna Restaurants and Beach Club The Palm, an oasis of warm hospitality and rejuvenating beachside relaxation. Here, amidst the Mediterranean-style pool, guests can bask in the sun on plush loungers or unwind in private cabanas. With access to a secluded beach, Soluna promises uninterrupted vistas across the world-famous Palm Jumeirah, alongside unforgettable dining experiences, creating the perfect blend of tranquillity and luxury.

As a Guest Relations Manager, your duties and responsibilities include maintaining cordial relations with the guests and ensuring that the guests do not face any issues during their stay at the hotel.You should pledge to represent goodwill among the guests and provide them extraordinary comfort and hospitality. You should also manage the staff and ensure that all the hotel procedures are being dedicatedly followed. You should have a positive attitude towards customer complaints and ensure that they are resolved on time. You should also ensure that you are available whenever a guest needs your services. You should also promote the guest services offered by the hotel for the best customer satisfaction. You will be reporting directly to higher management.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team (including receptionists and Concierges) to ensure we comply with all standards and operating procedures
• Appraise team’s performance and produce regular reports
• Liaise with Housekeepers and operations Staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients

• Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation