Overview
Guest Relations Manager
alary: €48.000 – €51.000
Start: ASAP
Languages: German – English – Fluent
I am looking for a Guest Relations Manager who truly loves to go the extra mile, thinks creatively, and genuinely enjoys making people feel welcome and cared for.
This role is ideal for a junior Front Office Manager from the luxury hotel segment who wants to specialise in guest experience while growing their leadership skills.
Key Responsibilities
- Act as the main point of contact for guests throughout their stay, proactively engaging with them in the lobby, at check-in and during their stay to ensure they feel recognised, valued and at home.
- Anticipate guest needs, think out of the box to create personalised touches, and coordinate special arrangements (VIP amenities, celebrations, surprises, last-minute requests).
- Manage and resolve guest complaints and issues with empathy, confidence and a solution-driven mindset, always turning problems into opportunities to delight.
- Oversee arrivals and departures of VIP and repeat guests, ensuring preferences are followed, rooms are prepared, and all departments are aligned for a flawless experience.
- Collaborate closely with Front Office, Housekeeping, F&B and Sales to ensure a seamless guest journey and consistent luxury service standards.
- Lead, coach and motivate the guest relations/front office team on the floor, conducting briefings, giving feedback and setting an inspiring example in terms of service attitude and grooming.
- Collect and analyse guest feedback (reviews, surveys, direct comments) and propose creative initiatives to continuously enhance guest satisfaction and loyalty.
Profile
- Minimum 2 years of leadership experience in Front Office, Guest Relations or a similar guest-facing supervisory role.
- Background in luxury hotel environments, with a strong understanding of high-end service standards and expectations.
- Warm, outgoing and engaging personality, with a natural passion for hospitality and a genuine desire to make every stay special.
- Creative mindset, able to think beyond standard procedures and propose personalised, memorable guest experiences.
- Strong communication and interpersonal skills; confident in handling demanding guests and busy situations while remaining calm and positive.
- Proven ability to lead by example on the floor, motivate a small team and coordinate with multiple departments.
- Languages: fluent German is mandatory; very good English is required. Additional languages are an asset.
Job Tenure: Permanent
