GUEST RELATION AND DUTY MANAGER EXPERIMENTE H/F/X
Core
Front Office Guest Relations and Duty Manager ensuring high-end guest satisfaction, VIP care, and operational excellence in a luxury hotel.
Role type
Senior Front Office Guest Relations and Duty Manager
Builds
Guest experiences, VIP services, and operational standards for a 5-star luxury hotel
Domain
Hospitality / Luxury Hotel
Deliverable
client delivery
Required skills
Guest relations management, VIP handling, conflict resolution, operational oversight, brand standards enforcement, sales promotion, guest profile management, complaint handling, team training coordination, security monitoring
Preferred skills
Experience in 5-star luxury hotels, passion for service excellence, proactive problem solving, cross-departmental collaboration
Technologies
OPERA PMS
Responsibilities
Assist reception with check-in/out and phone handling; anticipate and resolve guest dissatisfaction; promote hotel services and points of sale; manage VIP guest relations and arrivals; update guest profiles in OPERA; respond to online reviews within 24 hours; supervise VIP arrival preparations; handle loyalty program requests; conduct weekly duty manager rounds and security checks; represent management in guest complaints; lead monthly guest experience meetings; participate in quality audits and annual budget planning; train new staff on brand standards.