Guest Relations Manager

Sunset Hospitality Group (SHG) is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more. SHG operates over 81 venues in 22 countries with a commitment to deliver authentic and diverse hospitality experiences that bring people together, all around the world.

We're seeking an enthusiastic and experienced Guest Relations Manager to join our Daylife Division and help our team to ensure our guests receive the highest level of service. As the Guest Relations Manager, you will be the face of the property, ensuring that every guest interaction is exceptional. You will play a key role in creating memorable experiences, resolving concerns, and maintaining high levels of guest satisfaction. The ideal candidate will have proven reception experience and a passion for providing exceptional guest service.

Principal Accountabilities

1. Responsible for the entire Guest Relation department procedures and processes.
2. Handles customer inquiries and converts sales opportunities that emerge with customer interactions that may contribute to profitability.
3. Works with Events and Marketing Team to develop strategic sales plans.
4. Responsible for the entire Reservations and Hostess department procedures and processes.
5. Monitor revenue variance constantly to identify areas of concern and build an approach to maximize revenue.
6. Develop accounts proactively and coach the team to develop accounts successfully.
7. Actively seek opportunities to increase revenue.
8. Understand the competitive marketplace through analysis of trends and data and build a strategic approach to manage trends.
9. Ensure constant delivery of excellent customer service.
10. Responsible for the work schedule of Hostess & Reservation Agent staff.
11. Review booked reservations and arrival reports daily.
12. Ensure smooth communication regarding bookings and occupancy.
13. Review no-show and cancelled reservations and process charges according to hotel and beach club policy.
14. Perform other duties pertinent to this job as assigned.

Ideal Candidates

1. Bachelor's Degree from a reputable university or Hospitality Degree
2. Minimum 7 years of experience from a reputed hotel or beach resort
3. Excellent interpersonal and organizational skills
4. Strong planning and budgetary skills
5. Confident and dynamic personality
6. Strong analytical and project management skills
7. Good business awareness including external markets and competitor positions
8. Good knowledge of policies and procedures, their development and applications
9. Strong relationship building skills
10. Highly cooperative team spirit

Competitive salary and incentives, opportunities for career growth within a high-end restaurant, staff discounts on food and beverages, and a collaborative and vibrant working environment.