Guest Relations Manager

3 days ago

Athens, Attica, Greece Conrad Athens The Ilisian Full time

Be part of the newest luxury hotel, Conrad Athens The Ilisian. Located within The Ilisian - the new multidimensional city destination of Athens, this new luxury hotel marks a new chapter in Athenian hospitality offering an unparalleled experience in the city's vibrant cultural and historical center.

As a Guest Relations Manager, you will be the key ambassador for our hotel's commitment to exceptional guest experiences. Your primary responsibility will be to ensure that every guest feels valued and cared for throughout their stay. You will oversee the guest relations team, provide personalized service, and manage any inquiries or issues that may arise, ensuring guests leave with memorable impressions of their stay at Conrad Athens The Ilisian.

Responsibilities

  • Serve as the primary liaison for guests, curating personalized experiences and ensuring a smooth, enjoyable stay from arrival to departure.
  • Analyze guest feedback and online reviews to identify areas for improvement, driving initiatives that elevate overall guest satisfaction.
  • Lead, mentor, and train the Guest Relations team to consistently deliver outstanding, guest-centric service.
  • Collaborate closely with the Front Office and other departments to effectively manage guest preferences and special requests.
  • Promptly address and resolve guest concerns or complaints, ensuring a positive and lasting impression.
  • Cultivate lasting relationships with returning guests and key clientele to foster loyalty and encourage repeat visits.
  • Monitor LQA (Leading Quality Assurance) and SALT (Hilton guest satisfaction) scores, responding to feedback with a focus on continuous improvement.
  • Support Dutu Management functions as needed, acting as a key decision-maker during service disruptions or emergencies.
  • Personally welcome VIPs, high-profile guests, and Hilton Honors Elite members, ensuring all preferences are met or exceeded.

Requirements

  • Minimum of 5 years in Guest Relations, in a supervisory or leadership role within a luxury hotel.
  • A degree in hospitality management or a related field is preferred.
  • Strong leadership qualities and the ability to motivate and manage a team effectively.
  • Excellent customer service skills and a genuine passion for hospitality.
  • Excellent command of English and Greek (written and spoken); additional languages are a plus.
  • Strong organizational skills with the ability to multitask and work efficiently in a busy environment.
  • Familiarity with hotel management systems, specifically Opera PMS, is a plus.

Benefits

  • At Conrad Athens The Ilisian, you'll be part of a world-renowned luxury brand where creativity, collaboration, and the pursuit of excellence are celebrated. We are committed to nurturing our Team Members' professional growth and well-being (offering a unique opportunity to contribute to the legacy of a landmark property in the vibrant city of Athens).
  • The Company offers a competitive remuneration package, private medical insurance, and career development opportunities in a dynamically growing business environment.

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