Guest Relations Manager

Swissotel Sharm El Sheikh All-Inclusive Collection resort offers an unforgettable vacation for its guests with a sense of luxury service nested with nature, with a wide range of accommodation types, from rooms, and suites featuring contemporary designs, including a unique side for adults.

All this in the peaceful surroundings of beautiful gardens, swimming pools, magnificent landscapes, and a wide variety of à la carte restaurants, and particular spa services. Esteemed guests are welcome to relax and unwind in a quiet and elegant setting in the resort and enjoy a genuine experience of leisure, pleasure, and successful meetings.

Join our motivated and vibrant Team and build your career with us.

Summary

Reporting to the Director of Operations, the role holder will contribute to the performance of their area by assisting in directing, ensuring the hotel meets its financial and guest satisfaction objectives.

Responsibilities

• Coordinates and ensures all guest arrivals and departures to achieve a reputation as a market leader in the industry.
• Greets all guests upon arrival and ensures that they are escorted safely to their room after Check-in.
• Greets guests on arrival at the hotel and conduct check-in and registration procedures if needed.
• Checks VIP room prior to guests check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
• Ensures to deliver a memorable experiences for every guest.
• Implements and maintains guest recognition program.
• Handles guest complaints, inquiries, comments, feedback, and online survey, channels; logs them and address them to concerned departments for appropriate action and follow up.
• Maintains an up to date files and information on tours, sight visits and points of general interest and make the necessary bookings and arrangements when requested.
• Conducts inspections of the public areas of the main lobby, guest areas, and F&B outlets ensuring a high standard level of cleanliness and maintenance.
• Upsells all hotel, spa and outlets inside and outside the property.
• Ensures that guest check-out arrangements are properly in place with memorable farewell to all guests.
• Carries out administrative requirements as directed and submitting reports on time as directed by the management of the hotel.
• Any other task as assigned by the Front Office Manager and hotel management.

Abilities/Key Competencies/Skills

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself

• Positive Orientation.
• Operational Decision Making.
• Self-Development & Management.

Leading the Business

• Advocating Guest Passion.
• Business Planning and Analysis.
• Business Improvement and Change.

Experience/Certificates/Education

• Educated to bachelor’s degree level, most likely within a business or hospitality management related discipline, or experience equivalent.
• Prior experience in same position in a large, fast paced organisation.
• Previous experience in luxury hospitality brand is essential.
• Fluency in verbal and written English is essential.
• Must be a highly capable user of Microsoft office programs including Excel, Word, PowerPoint and Outlook.
• Prior experience in pre-opening is a plus.