Guest Relations Manager

About the Role

Our client is seeking a proactive and empathetic Guest Relations Manager to lead their remote guest experience initiatives, based virtually in Manchester . This position is pivotal in shaping and maintaining exceptional guest satisfaction across their portfolio of properties. You will be responsible for establishing and refining standards for guest service, handling complex guest inquiries and feedback remotely, and empowering on-site teams to deliver unparalleled experiences. This role requires a leader who can foster a culture of service excellence through digital channels and remote support, ensuring every guest feels valued and well-cared for, regardless of physical location.

Key Responsibilities

• Develop and implement innovative strategies to enhance the overall guest experience across all properties, utilizing remote tools.
• Manage and resolve escalated guest complaints and feedback with professionalism and efficiency.
• Train and coach on-site staff remotely on best practices in guest service and relationship management.
• Monitor online reviews and social media channels, responding appropriately and proactively to maintain brand reputation.
• Create and analyze guest satisfaction reports, identifying trends and implementing improvement plans.
• Collaborate with marketing and operations teams to develop and execute guest loyalty programs.

Requirements

• Minimum of 4 years of experience in guest relations , customer service management, or a similar hospitality leadership role.
• Demonstrated success in improving guest satisfaction scores through strategic initiatives, preferably in a remote capacity.
• Exceptional communication, problem-solving, and conflict-resolution skills.
• Proficiency with CRM systems , guest feedback platforms, and remote collaboration tools.
• Ability to work independently, manage time effectively, and maintain a high level of professionalism remotely.
• Strong understanding of the hospitality industry and the importance of exceptional customer care.

Benefits

• Competitive salary and an annual bonus scheme.
• Fully remote working position, offering significant work-life balance.
• Comprehensive health, dental, and vision insurance.
• Generous allowance for professional development and continuous learning.
• A dynamic and supportive work environment focused on guest satisfaction.