Manager - Guest Relations

About the role

This full-time management position supports all property operations so that the highest levels of hospitality and service are provided. It manages the flow of questions, directs guests in the lobby, and supports the tracking and resolution of service issues. The location is 8 Avenue Ahmed Chaouki, 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, handle complaints and disputes, and ensure compliance with policies, standards and procedures
• Support the customer recognition/service programme, inspection tours of the facility, and emergency and loss prevention plans
• Provide exceptional customer service, coach staff, record guest issues in the guest response tracking system, review comment cards and satisfaction results, and maintain high visibility in public areas during peak times
• Identify staff development needs, mentor and coach, and assist with interviewing and hiring
• Communicate with supervisors, colleagues and executives, share information promptly, and help resolve operational problems
• 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