Guest Relations Manager We are seeking a dedicated Guest Relations Manager to join our passionate, dynamic team at The Europe Hotel & Resort. As part of a high-quality guest-focused environment, you will be responsible for ensuring an exceptional guest experience, delivering personalized service, and creating an inviting environment that encourages repeat visits. Your ability to cultivate meaningful relationships with our regular guests and a creative approach to developing unique, luxurious, and memorable experiences for our valued guests will be key to your success. Key Responsibilities: Guest Services: Provide upscale service throughout guests' stay, ensuring all needs are met, from personalized assistance to promoting hotel amenities and services. Anticipate the needs of out guests and acting accordingly with any special requests. Check-In/Out: Review arrival and departure lists. Oversee and assisting with check-in and check-out procedures, manage bookings, and handle financial transactions to ensure a seamless guest experience. VIP & Special Guests: Ensure VIP guests and those with special requirements receive personalized services, including preparing and checking bedrooms, allocating special amenities, and greeting them personally with a tour to their room. Liaising VIP information with all heads of department for their teams. Responsibilities for childrens facilities and activity programmes for holiday celebrations. Service Recovery: Address guest concerns and feedback promptly, collaborating with relevant departments to resolve issues and ensure satisfaction. Team Management & Cross-Department Liaison: Liaise with the guest relations team, including Reception, Concierge, and F&B services. Liaise closely with departments such as Housekeeping and Food & Beverage to ensure a consistent, comfortable guest experience across all touchpoints. Relationship Building: Get to know regular guests, anticipate their needs, and cultivate meaningful, lasting relationships. A proven track record of building strong guest rapport is essential. Creativity & Innovation: Develop unique and memorable guest experiences tailored to special occasions, guest requests, and public holiday celebrations, ensuring each interaction is personalized and reflects the hotels high standards of service and excellence for both adults and children guests. Guest Feedback: Proactively act on guest feedback from multiple channels, both in-person and online, to enhance service and maintain high standards. Local Expertise: Recommend local attractions, dining, and shopping experiences to enrich guests' stays. An in-depth knowledge of the local area an essential requirement for success in this role. Requirements: Minimum 2 years' experience in guest relations or hotel management role within a 4 or 5-star hotel is essential - candidates without this proven experience cannot be considered for this role Previous experience in the ability to build and maintain strong relationships with regular guests is necessary for this role Excellent communication skills, with a calm and positive attitude when dealing with challenging situations is a must Creativity and innovation are vital for this role in order to develop unique and memorable guest experiences Strong ability to adapt to change, manage pressure, and work independently or within a team is essential Mature and pleasant manner for dealing with customers and team members alike Proficiency in English, both written and verbal, are essential, with additional languages being a plus Experience with hotel management software (PMS) is desirable Impeccable personal presentation and grooming at all times in line with the Hotel standards is crucial Expert knowledge on local area, attractions, activities, restaurants, etc. is required Benefits: Competitive salary Complimentary meals on duty Pension scheme Employee discounts Career development and training opportunities Employee social events Complimentary laundry for uniforms On-site, state-of-the-art staff accommodation (subject to availability) Join us at The Europe Hotel & Resort and contribute to delivering personalized, world-class hospitality experiences. Skills: Communication Management Leadership Benefits: Competitive Salary