Guest Relations Manager
Bol, Croatia
Bol, Croatia
The Guest Relations Manager will be responsible for overseeing all guest relations operations, ensuring exceptional guest satisfaction and a personalized luxury experience throughout the guest journey. This role involves managing the guest relations team, handling VIP guests and special requests, and implementing pre-opening guest experience procedures. The ideal candidate will have a strong background in guest relations within the luxury hotel sector and proven pre-opening experience.
This is a seasonal position offered on a fixed-term contract.
Oversee and manage all guest relations operations, including VIP handling, guest feedback, and personalized guest experiences.
Ensure the highest levels of guest satisfaction by proactively engaging with guests and resolving concerns promptly and professionally.
Recruit, train, and mentor the guest relations team to maintain exceptional service standards and luxury brand alignment.
Act as the main point of contact for our guests, repeat guests, and special clientele.
Implement and optimize guest experience tools and systems such as Opera Cloud, FCS1, Canary, and ReviewPro.
Develop and execute standard operating procedures (SOPs) for guest relations and service recovery.
Coordinate closely with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
Monitor guest feedback, online reviews, and satisfaction scores, and implement continuous improvement initiatives.
Prepare and present regular reports on guest satisfaction, feedback trends, and service performance to the executive team.
Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
Minimum of 5 years of experience in guest relations or front office roles, with at least 2 years in a leadership position.
Proven experience with international luxury hotel brands.
Pre-opening experience is highly desirable.
Proficiency in Opera Cloud, FCS1, Canary, and ReviewPro is beneficial.
Strong interpersonal, organizational, and problem-solving skills.
Excellent communication and leadership abilities.
Ability to thrive in a fast-paced, luxury hospitality environment.
Competitive salary and benefits package.
Opportunity to be part of a prestigious hotel opening.
Professional development and career growth opportunities.
A supportive and collaborative work environment.
