Royal Palm Beachcomber Luxury is looking for a Guest Relations Manager

Be An Artisan of Happiness

At Beachcomber Resorts & Hotels, our mission is to delight and exceed the expectations of our guests with every interaction. This starts by treating our Artisans as valued family members, and providing an environment that fosters career development.

MAIN RESPONSIBILITIES

• Oversee all aspects of the operation and service of our Guest Relation Department in ensuring that every guest receives personalized and seamless service from arrival to departure, exceeding their expectations at every touchpoint.
• Serve as a brand ambassador for the hotel.
• Address guest complaints or concerns, ensuring timely resolution and turning negative experiences into positive outcomes.
• Lead the team in welcoming guests, providing hotel visit, and assisting with any special requests or arrangements to ensure their stay is exceptional.
• Monitor guest feedback through online platforms, audit reports and direct interaction, identifying areas for improvement and ensuring timely follow-up on guest concerns or suggestions.
• Develop and implement a comprehensive guest experience strategy that enhances guest satisfaction and loyalty.
• Plan, coordinate and ensure execution of flawless experience of special occasions such as weddings, private events, festivities…
• Promote and manage the hotel’s program, encouraging guests to become repeat visitors and building long-term relationships with key clientele.

QUALIFICATIONS AND PROFILE

• Bachelor’s degree in luxury hospitality management, or a related field.
• Minimum of 3-5 years in a guest relations or front office management role within a 5-star luxury hotel.
• Passion for delivering exceptional guest service with a commitment to maintaining the highest standards of hospitality.
• Excellent verbal and written communication skills, with the ability to handle challenging situations calmly and professionally.
• Strong problem-solving skills with a proactive approach to addressing guest concerns and resolving issues.
• Exceptional attention to detail, particularly when managing our guest preferences, ensuring every aspect of their stay is personalized and perfect.
• Proven experience in leading, motivating, and developing a team to deliver top-tier customer service.
• Familiarity with hotel management software and guest service platforms.
• Ability to work with guests from diverse cultures and backgrounds, ensuring culturally appropriate and respectful service.
• Fluency in English and French is essential; additional languages are highly desirable.