SWOT Hospitality is looking to recruit

Guest Relations Manager

on behalf of Hymnos Luxury Collection Marriott Zakynthos

About the role:

• Serve as the primary point of contact for all guests, ensuring a warm and welcoming experience while managing guest grievances and complaints professionally and efficiently.
• Demonstrate a thorough understanding of the hospitality industry, advising team members on the unique standards and service excellence expected from a Luxury Collection property.
• Utilize guest feedback, engagement surveys, and satisfaction ratings to proactively adapt services and operational processes, enhancing overall guest satisfaction.
• Foster and maintain relationships with guests, ensuring personalized experiences tailored to individual preferences, thereby maximizing guest loyalty.
• Work collaboratively with all hotel departments, effectively communicating any issues related to guests or operations to ensure swift resolutions.
• Conduct regular outreach to returning guests to reinforce relationships and create a sense of belonging among patrons.
• Lead and train the guest relations team, promoting a culture of service excellence that aligns with Luxury Collection standards.
• Manage the welcome and farewell processes, ensuring all guests feel valued and special throughout their stay.

Requirements

• Proven experience in a luxury guest relations role, preferably within high-end hotel brands.
• Exceptional communication and interpersonal skills, with a genuine passion for hospitality.
• Ability to think quickly and remain calm in high-pressure situations.
• Strong leadership skills with experience in training and developing staff.
• Proficiency in utilizing feedback systems and guest satisfaction tools.
• Fluency in multiple languages is an advantage.
• Flexibility to work various shifts, including evenings and weekends, as required by the hotel operations.

Benefits

• Dynamic, Friendly and Supportive working environment
• Opportunities for career development within the company
• Competitive salary
• Work with the best professionals in tourism industry
• Accommodation & Meals

why SWOT…

• We are leading Hospitality Management Company in Greece and an approved white flag operator of Hyatt, Marriot International, Accor Hotels, Hilton, Nikki Beach, Worldwide and IHG Hotels & Resorts.
• We are laser focused on hospitality strategic and financial advisory with an impeccable trach record.
• We will give you the opportunity to work with the best practitioners from Greek hospitality market.
• We offer stability and career prospects in a transparent working environment.
• We work with the best professionals in the tourism industry.