Guest Relations Manager

2 days ago

Athens, Attica, Greece Conrad Athens The Ilisian Full time €40,000 - €60,000 per year


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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