Assistant Guest Relation Manager

• Making sure all guest feedbacks are updated in the VIP Tracking sheet and Guest Feedback.
• Coordinates all VIP stay preparation.
• Manages All-Star production.
• Interacts with all guests during check-in, out and during stay to improve GSS scores.
• Assists in identifying training needs, develops formal training plans and implements training sessions for GR officers.
• Supervises the GR tasks daily(AM/PM).
• Makes sure that pending issues in the GR log book are handled.
• Handles guest complaints and refers them as necessary. Follows up on corrective action.
• Assist in managing daily operations of the Guest Relations department
• Oversee and coordinate guest services, including check-ins, check-outs, and special requests
• Train and mentor Guest Relations staff to maintain high service standards
• Handle complex guest issues and complaints, ensuring timely and satisfactory resolutions
• Collaborate with other departments to enhance overall guest satisfaction
• Implement and maintain guest feedback systems to continuously improve service quality
• Assist in developing and implementing guest relations policies and procedures
• Monitor and analyze guest satisfaction metrics, providing regular reports to management
• Ensure compliance with hotel standards and local regulations
• Participate in departmental meetings and contribute to strategic planning initiatives

• Previous experience in a supervisory or leadership position preferred
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred
• Excellent communication skills, both verbal and written
• Strong problem-solving abilities and conflict resolution skills
• Proven customer service expertise with a focus on guest satisfaction
• Effective time management and organizational skills
• Proficiency in Microsoft Office suite and knowledge of hospitality management systems
• Understanding of hospitality industry standards and best practices
• Ability to work flexible hours, including evenings, weekends, and holidays
• Fluency in English; knowledge of Arabic or other languages is a plus
• Adaptability to the dynamic hospitality environment in Cairo

Your team and working environment:

In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture

Note: Customization may be included for any specific local or legislative requirements, such as work permits

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.