Guest Relations Manager

Location:

This position is located at our (corporate office / property XXXXX) in (Place), (Country).

Overview:

You will lead the Guest Relations team, drive guest engagement, and maintain the highest standards of service excellence in a luxury setting.

This position is based on property at Aman Rosa Alpina, San Cassiano Trentino-Alto Adige, Italy.

Responsibilities:

Please note that this is not an exhaustive list of tasks. Aman employees consistently find new ways to care for the business, guests, and colleagues. The key responsibilities for this position include:

• Exceptional Guest Experience:
• Ensure that every guest enjoys a seamless and personalized stay, actively engaging with them to create lasting memories.
• VIP & Guest Recognition:
• Manage and enhance guest profiles, oversee VIP programs, and ensure special occasions are celebrated with thoughtful touches.
• Leadership & Team Development:
• Motivate and train the Guest Relations team to deliver exceptional service.
• Foster a collaborative and positive work environment that encourages excellence.
• Guest Satisfaction & Service Recovery:
• Address guest feedback and complaints professionally and efficiently to ensure the highest level of satisfaction.
• Implement initiatives to continually enhance the guest experience based on insights and feedback.
• Seamless Operations & Communication:
• Oversee arrivals, departures, and in-stay experiences to ensure smooth and efficient service.
• Maintain strong communication with all departments to ensure guest preferences are met consistently.
• Brand & Service Excellence:
• Ensure every interaction reflects Aman’s luxury standards and values.
• Monitor service delivery and maintain brand consistency across all guest touchpoints.

Qualifications:

Essential Qualifications:

• Languages: Fluent in English and Italian (verbal & written).
• Education: Degree or Diploma in Hospitality Management or related field.
• Experience: Minimum 2 years in Guest Relations within an international luxury hotel.
• Skills & Attributes:
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and the ability to handle guest concerns with professionalism.
• A guest-first mindset, with a natural ability to engage and build relationships.
• Flexibility, initiative, and a goal-oriented approach.

Desirable Attributes:

• Previous experience as a Guest Relations Manager in a luxury hotel.
• Experience in managing and training a team.
• Knowledge of additional foreign languages.
• A sense of humor, self-confidence, and the ability to thrive under pressure.
• Strong understanding of luxury hospitality standards and guest expectations.

If you are passionate about creating memorable guest experiences and upholding the highest standards of luxury hospitality, we invite you to join Aman and become a part of our exceptional journey.