Guest Relations Manager

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Marrakech, Morocco Rooms Division 2534 Amanjena

Job Description

POSITION OVERVIEW
The Guest Relations Manager holds a pivotal position by ensuring unparalleled guest experiences and overseeing all guest relations and concierge services.

RESPONSIBILITIES

Manage all guest interactions from arrival to departure, ensuring exceptional service and satisfaction. Lead and supervise the guest relations/concierge team to deliver personalized and top-notch service. Oversee all concierge services, including arranging transportation, tours, reservations, and fulfilling other guest needs. Act as the primary point of contact for VIP guests, providing tailored assistance and exclusive experiences. Handle guest complaints with tact and efficiency, finding swift and satisfactory resolutions. Foster strong relationships with local vendors and attractions to facilitate guest activities and experiences. Collaborate closely with other departments to ensure smooth operations and seamless guest service delivery. Gather and analyze guest feedback to identify areas for improvement and enhance overall guest satisfaction. Train and mentor staff to maintain high service standards and provide exceptional concierge services.

QUALIFICATIONS

Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred. Proven experience in guest relations and/or concierge services within the luxury hospitality industry. Exceptional interpersonal and communication skills in English and French Strong leadership abilities, with the capacity to motivate and mentor a diverse team. Excellent organizational skills and attention to detail, with the ability to multitask effectively. Proficiency in relevant software applications, including OPERA PMS and Microsoft Office suite.* Flexibility to work irregular hours, including evenings, weekends, and holidays, as required