As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests

Roles & Responsibilities 

• Meet, greet and direct Guests who enter the lobby area

• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements

• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner

• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations

• Manage, record and resolve promptly Guest or customer complaints

• Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge

• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate

• Maintain good communication and work relationships in all hotel areas

• Attend all Reception meetings and Executive Lounge Meetings

• Comply with hotel security, fire regulations and all health and safety legislation

Job Requirements

• B.A.  degree Sales, Marketing, Customer Service, Hotel Management or equivalent

• Advanced experience in a customer service function

• An ability to listen and respond to demanding Guest needs

• Excellent leadership, interpersonal and communication skills

• Excellent Language Skill in English with additional international language is an advantage 

• Commitment to delivering a high level of customer service

How to Apply

Submit your CV along with your cover letter and credentials in person to the office of Director Human Resource Management For further information contact Tel. +251115170000

Only short listed applicants will be contacted.