Guest Relation Manager - German Female

Job Description:

• Maintains a strong relationship with all departments to support property operations and goal and to expedite the resolutions of any guest complaint
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvements
• Strives to improve service performance
• Empowers employees to provide excellent customer service
• Responds to and handles guest problems and complaints
• Interacts with guests on regular basis throughout the property to obtain feedback and to ensure in-depth understanding of feedback and trends
• Responsible for online review sites as well as review pro statistics
• Serve as the main point of contact for VIP guests
• Making Sure that all travel platform reviews are replied, and that reply score is being kept above 95% at all tim
• Making sure that negative reviews are being answered, and if possible removed through guest contact.
• Making sure that all complaints are closed and solved before the guests leave the hotel.
• Meetings and Exceeding guest expectations.
• Caring about VIP customers throughout their stay, and ensuring a 5 star guest experience.
• Cooperating closely with the hotel management board and working cross departmentally with all departments.
• Clear vision of the brands promise to the guests.