Oversee the Guest Relations team and ensure high-quality service is delivered to all guests.
Welcome VIP and repeat guests, ensuring their special preferences are met.
Act as the main point of contact for guest inquiries, requests, and complaints, providing prompt and professional solutions.
Build strong guest relationships by maintaining a presence in the lobby, restaurant, and public areas.
Coordinate with Front Office, Housekeeping, and F&B departments to ensure smooth guest experiences.
Monitor guest feedback from surveys, online reviews, and direct interactions, and implement improvement measures.
Prepare reports on guest satisfaction, complaints, and service trends for management review.
Organize and oversee guest recognition programs and special events.
Train, coach, and motivate the Guest Relations team to uphold service standards.
Ensure all guest information and preferences are recorded and utilized to enhance personalization.
Requirements
Bachelor’s degree in Hospitality Management, Tourism, or a related field (preferred).
3–5 years of proven experience in guest relations, front office, or guest service roles within 4- or 5-star hotels/resorts.
Strong leadership, communication, and interpersonal skills.
Excellent problem-solving ability with a guest-first mindset.
Professional appearance and strong sense of hospitality.
Fluency in English is required; knowledge of German, Russian, Italian, or other languages is a strong advantage given Hurghada’s international clientele.
Good knowledge of hotel management systems (Opera or similar PMS).
Ability to work flexible hours, including evenings, weekends, and holidays.