Guest Relations Manager (Umbria, Italy)

Guest Relations Manager (Umbria, Italy)

Our client is a stunning estate in the beautiful region of Umbria, Italy. Our client is seeking an Guest Relations Manager to join their Front Office team.

Role Purpose

The role of the Guest Relations Manager is to ensure excellent service for guests, supervise and manage the guest relations team and work closely with the front office team and Concierge, in compliance with the company philosophy, operating standards and procedures.

He/She will oversee the overall resolutions of guests’ queries, concerns, and complaints, and implement effective solutions to ensure that communication lines are open between guests and hotel staff. He/She will help to develop a harmonious work atmosphere with a focused approach to teamwork.

Responsibilities

• Will be responsible for exceeding our guest expectations from the pre-arrival, following up their satisfaction during the stay and assuring their expectations have been fulfilled upon their departure;
• Will provide quality service by responding to requests promptly, efficiently and courteously throughout the stay to increase the overall guest experience. Prompt and attentive support in escorting guests;
• Will lead, train and supervise the Guest Relations team to ensure the team deliver the highest quality service standards to consistently meet and exceed all our Guests expectations;
• Will support the Front Office and Concierge team;
• Will welcome guests on arrival, anticipating their individual needs & requirements;
• Will ensure effective communication between Guest Relations team and the other departments, in compliance with our current procedures. The goal should always be to make guests feel comfortable and satisfied;
• Will create a positive and collaborative work atmosphere within the team, spreading the culture of proactive teamwork among company departments;
• Will ensure and maintain very high standards of hygiene, behaviour and grooming of staff;
• Will collect all materials needed from the warehouse in accordance with the instructions received;
• Will meticulously fulfil the handover to their colleague responsible for the next shift;
• Will check the correct use and upkeep of the equipment and materials supplied.

Qualifications

• At least 5 years continuous 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; Italian language 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
• BSc degree in Hospitality Management, Tourism, Business Administration or relevant field is a plus

Perks

• People first approach;
• Bespoke learning & development training (for example 1:1 coaching, leadership skills, strengthening languages or IT skills);
• Well-being activities (Yoga classes, get-together activities, welfare measures);
• Competitive salary offer.