Guest Relations Manager

• Global experience - a diversity of 150 different nationalities.
• Professional development opportunities full of national and international challenges.
• A wide range of training programs to enhance skills.
• Wellness initiatives, including flexible working conditions.
• Employee recognition programs, such as our "Memorable Dates".
• The chance to make a difference through our sustainability program and volunteering initiatives.
• Employee rates and promotions, with discounts at our hotels worldwide and exclusive advantages through our corporate loyalty program.

Thinking about your next challenge? Apply now!

• Training in hospitality management, tourism, business administration, or a related field is recommended.
• Previous experience in a guest-oriented environment at a high level is required, with a strong preference for experience in the hospitality sector and knowledge of hotel procedures.
• International experience will be highly valued.
• Native-level command of the local language and a high level of English are required; knowledge of other languages will be valued.
• Strong verbal and written communication skills with a proactive approach to problem-solving.
• Exceptional guest service orientation, consistently going above and beyond to exceed guest expectations.
• Ability to adapt communication styles to different types of guests, providing personalized service based on their preferences, needs, lifestyles, and ways of interacting.
• Ability to influence colleagues from other departments to work together towards a common goal (quality).
• Excellent problem-solving and multitasking skills.
• Leadership skills with the ability to motivate a team towards high performance.
• Flexibility and availability to work shifts and on weekends, depending on hotel/event occupancy.

At Minor Hotels Europe & Americas, we are committed to shaping exciting careers around the world and fostering intercultural experiences. Our journey is driven by the passion and dedication of our incredible teams, who also enjoy exclusive benefits such as:

Are you passionate about hospitality and excellence? Join the NH Collection team and work in captivating hotels and resorts in iconic buildings across key destinations in Europe, Latin America, the Middle East, and Asia. You will create an eclectic and elegant atmosphere to offer our guests stays driven by extraordinary feelings, paying close attention to stimulating details to craft memorable moments. Find your place at NH Collection and experience the pleasure of making guests feel unique in elegant spaces and rooms. You will provide exceptional service and personalized attention.

As the Guest Relations Manager, you will be the main person responsible for ensuring that guests enjoy an exclusive, professional, and high-level service experience before, during, and after their stay.
This role involves effective communication with guests, maintaining the highest service standards, managing guest feedback, and collaborating with various departments to uphold brand standards through diligent implementation, ongoing support, and constructive feedback.

• Offer a warm and genuine welcome to arriving guests, providing them with a professional introduction to the hotel and offering assistance with check-in procedures.
• Act as the point of contact for guests, responding to their questions, concerns, special requests, and issues promptly and efficiently, while maintaining the hotel's reputation for delivering exceptional service.
• Resolve guest issues and facilitate additional services such as transportation, reservations, and recommendations for local attractions and services.
• Ensure that all guest reviews are responded to and manage comments, suggestions, and complaints, working with Department Heads to create and implement action plans.
• Establish positive connections with guests, anticipating their needs to provide personalized service and recognizing repeat and VIP guests by offering them special amenities or services. Coordinate VIP arrivals and departures with meticulous attention to detail in collaboration with the Front Office Manager and the Hotel Manager.
• Collect and analyze guest feedback through surveys, reviews, and direct communication, and take decisive action to improve the guest experience based on that feedback, effectively communicating necessary changes to staff.
• Work closely with the hotel's Department Heads to ensure that quality standards are known and applied in all areas, providing feedback and suggestions for improvement when necessary.
• Maintain accurate and up-to-date guest profiles, including preferences, special requests, and relevant information to enhance future interactions and stays.
• Identify opportunities to sell hotel services, such as room upgrades, spa treatments, or dining options, and effectively communicate the value of these services to guests.
• Possess in-depth knowledge of the services offered at the destination and key contacts, ensuring that all information provided by the hotel is up-to-date and aligned with quality standards and brand identity.
• Assist in the preparation of public relations events held at the hotel and review loyalty program lists to execute marketing actions specifically designed for repeat guests.