Guest Relations Manager

Roswyn, A Morgans Originals Hotel are original hotels with original stories. We stand for vibrancy, intrigue and iconic details, celebrating the feeling of an infinite Friday night, when anything can happen, no matter what day of the week it is. By balancing a refined outlook with the best lifestyle programming, we capture the excitement of being in-the-know -- connecting people to the city, the culture and the moment.

The Guest Relation Manager, reporting to Front office manager, is responsible for ensuring an exceptional luxury lifestyle guest experience ato our guests. This key position will serve as the primary point of contact for our guests, ensuring all their needs are met and every aspect of their stay exceeds expectations. The Guest Relation Manager will develop lasting relationships with guests, anticipate their needs, and promptly resolve any issues while maintaining the high standards that define our brand.

Job Description

The key responsibilities for this position are:

• Welcome guests upon arrival;
• Be available to assist guests throughout their stay, answering questions, resolving problems, and providing information about hotel services and local attractions;
• Manage special requests, including room upgrades, restaurant reservations, concierge services, and organizing special events or experiences;
• Coordinate with various hotel departments (front desk, housekeeping, food and beverage, spa, etc.) to ensure guest requests are fulfilled promptly and adequately;
• Monitor and respond to guest feedback (both on-site and online), resolving any issues and maintaining a detailed record of guest preferences;
• Build trusting relationships with VIP guests, repeat customers, and long-stay guests, ensuring a highly personalized experience;
• Supervise the guest relations team, providing training, support, and performance monitoring;
• Participate in daily management meetings to discuss improvements and innovations in hospitality services.

What’s In It for You

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture