Guest Relation Manager

• Significantly Improve Booking.com Score
  

• Manage all Booking.com pre-arrival communication, ensuring guest requests and expectations are addressed before arrival.
• Conduct personalized welcome and follow-up interactions with Booking.com guests to reduce the risk of negative reviews.
• Implement a daily recovery plan to address issues immediately—before they escalate to online complaints.
• Ensure post-stay messaging is done professionally to encourage positive reviews and strengthen our online reputation.
• Monitor daily Booking.com comments, categorize issues, and coordinate with departments for quick actions that directly improve the score.
• Full Ownership of Guest Satisfaction Across Both Hotels
  

The Team Will

• Oversee arrival experience, lobby presence, and first impressions, which greatly influence guest sentiment.
• Manage real-time service recovery, maintaining a high presence in public areas and guest floors to detect issues early.
• Track and resolve guest complaints, ensuring every concern is closed with proper follow-up.
• Coordinate with Operations, Housekeeping, and Engineering to minimize repetitive service gaps.
• Enhance Loyalty & Member Experience
  

• Handle VIP & loyalty arrival preparation, ensuring rooms, amenities, and preferences are perfectly aligned.
• Provide consistent communication with ALL and Accor loyalty members, ensuring they feel recognized and valued.
• Monitor member satisfaction scores, focusing on repeat guests and their preferences.
• Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations.
  

Qualifications

• Minimum 3–5 years of experience in Guest Relations or Front Office operations in a 4- or 5-star hotel.
• Strong interpersonal, communication, and problem-solving skills.
• Excellent command of English; additional languages are a plus.
• Ability to handle difficult situations with professionalism and discretion.