Manager - Guest Relations

About the role

The Manager - Guest Relations supports all property operations so that the highest levels of hospitality and service are provided. The role manages the flow of questions and directs guests within the lobby, and supports the tracking and resolution of service issues. It is a full-time management position based at the hotel in Fes, Morocco.

Key responsibilities

• Manage guest services and front desk operations, supervise staff and act as a role model for behaviour and teamwork
• Manage day-to-day operations, set goals and priorities, and handle complaints, disputes and grievances
• Support the customer recognition/service programme, inspection tours and compliance with policies, standards and emergency plans
• Deliver exceptional customer service, coach staff, record guest issues and review comment cards and satisfaction results
• Identify staff development needs, mentor and guide subordinates, and assist with interviewing and hiring
• Communicate with supervisors, colleagues and executives, maintain strong relationships across departments, and help investigate employee and guest accidents
• Perform front desk duties during periods of high demand

Required profile

• High school diploma or GED, with 1 year of experience in guest services, front desk or a related field
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required