GUEST RELATIONS

Description

Job Summary: Guest Relations ensures an unforgettable guest experience by maintaining high service standards and coordinating departments for quality. Key Responsibilities: 1. Offer a genuine and warm welcome to guests. 2. Build positive connections with guests. 3. Collaborate closely with various departments. Do you enjoy unconventional lifestyles and unique design? Join the **nhow** brand, featuring hotels inspired by their destination’s local atmosphere—becoming distinctive, groundbreaking, and iconic hubs in key destinations across Europe and Latin America. Work in a fresh and evocative universe designed to stimulate the senses while immersing you in a spectacular, avant-garde environment. Join a Millennial- and Gen Z–minded team eager to live story-worthy experiences and ready to inspire you to create your own. As **Guest Relations**, you will play a pivotal role in ensuring an unforgettable guest experience from first contact through the entire stay. This role involves upholding the highest service standards, managing guest feedback, and fostering seamless interdepartmental coordination on all quality-related matters. **What Will You Do?** --------------------------- * Greet arriving guests with a genuine and warm welcome, providing a professional hotel orientation and assisting with check-in procedures. * Remain consistently visible and accessible to guests, promptly addressing inquiries, maintaining frequent contact throughout their stay, resolving issues, and supporting additional services such as transportation, reservations, and local recommendations. * Assist the Guest Relations Director in maintaining quality standards and ensuring timely responses to guest feedback—managing comments, suggestions, and complaints—and collaborating with department heads to implement action plans. * Build positive connections with guests by anticipating their needs to deliver personalized service, and recognizing and treating repeat guests and VIPs according to hotel standards and VIP policy. * Collect and analyze guest feedback via surveys, reviews, and direct communication, taking decisive action to enhance the guest experience and communicating necessary changes to hotel staff. * Collaborate closely with various hotel departments to coordinate guest services and ensure a seamless experience. * Maintain accurate and up-to-date guest profiles, including preferences and special requests. * Identify opportunities to increase sales of hotel services and effectively communicate their value to guests. * Possess in-depth knowledge of destination services and key contacts to ensure provided information aligns with quality standards and corporate identity. * Support and assist the Guest Relations Manager in commercial activities, including event preparation, site inspections, and dissemination of relevant information. **What Are We Looking For?** ------------------ * A degree in hotel management, tourism, business administration, or a related field is recommended. * Prior experience in a customer-centric environment—preferably within the hospitality industry—with knowledge of hotel procedures. * International experience is highly valued. * Fluency in the local language and English; additional languages are advantageous. * Exceptional communication skills (verbal and written), with a proactive approach to problem-solving. * Demonstrated customer orientation, consistently exceeding guest expectations. * Adaptability in communication styles to deliver personalized service aligned with guests’ preferences, needs, lifestyles, and interaction preferences. * Ability to influence interdepartmental collaboration toward shared quality goals. * Excellent problem-solving and multitasking capabilities. * Flexibility and availability to work varied shifts—including weekends—based on hotel occupancy and events. **Why Choose Us?** ----------------------- At **Minor Hotels Europe \& Americas**, we are committed to shaping inspiring global careers and intercultural experiences. Our journey is driven by the passion and dedication of our incredible teams—who also enjoy exclusive benefits such as: * Global experience—diversity across 150 nationalities. * Challenging professional development opportunities at both national and international levels. * A broad range of training programs to enhance skills. * Well-being initiatives, including flexible working conditions. * Employee recognition programs, such as our “Memorable Dates”. * Opportunities to make a difference through our sustainability program and volunteer initiatives. * Staff rates and promotions, including discounts at our hotels worldwide and exclusive perks via our corporate loyalty program. ***Considering your next challenge? Apply now!*** *Minor Hotels Europe \& Americas fosters an inclusive workplace where everyone is equally valued and empowered—thus warmly welcoming individuals from all backgrounds and personal abilities.*