Job Description
Company Description
Welcome to Sofitel Cairo Downtown, a new destination in the heart of Cairo, combining luxury, elegance, and French art de vivre, We are seeking an exceptional Guest Relations Manager to join our team. As the face of our organization, you will play a crucial role in ensuring our guests have an unforgettable experience during their stay.
Job Description
Main Duties
- Provide world-class service to guests, anticipating their needs and exceeding their expectations
- Manage and oversee the daily operations of the front office, ensuring smooth and efficient processes
- Lead, train, and motivate the front office team to deliver exceptional customer service
- Resolve guest complaints and concerns promptly and professionally
- Collaborate with other departments to enhance guest satisfaction and operational efficiency
- Implement and maintain guest service standards and procedures
- Monitor and analyze guest feedback, using insights to improve services and guest experiences
- Manage VIP guest arrangements and special requests
- Ensure compliance with all relevant hospitality industry standards and regulations
- Contribute to the development and implementation of guest loyalty programs
- Stay informed about local attractions, events, and services to provide accurate information to guests
Qualifications
- Proven experience as a Guest Relations Manager or in a similar role within the hospitality industry
- Strong leadership skills with the ability to motivate and guide a team
- Exceptional communication and interpersonal skills
- Outstanding problem-solving abilities and attention to detail
- Excellent time management and organizational skills
- Demonstrated passion for delivering exceptional customer service
- Ability to remain calm and professional in high-pressure situations
- Proficiency in hotel management software and Microsoft Office Suite
- Fluency in English.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred)
- In-depth knowledge of hospitality industry standards and best practices
- Flexibility to work varying shifts, including weekends and holidays
- Cultural sensitivity and the ability to work with a diverse clientele
