The Guest Relations Manager (German Speaking) is responsible for ensuring an exceptional guest experience throughout all stages of the guest journey, with a strong focus on German-speaking guests.
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\n This role acts as the primary point of contact for guest satisfaction, feedback handling, and personalized service delivery, while coordinating closely with all hotel departments to maintain high service standards in line with a 4-star resort environment.What you\u2019ll do:Guest Experience & Relations\u2022Serve as the main point of contact for German-speaking guests before arrival, during the stay, and after departure.\u2022Welcome VIPs and repeat guests, ensuring personalized and memorable experiences.\u2022Handle guest requests, special arrangements, and preferences promptly and professionally.\u2022Proactively engage with guests in public areas to ensure comfort and satisfaction.\u2022Resolve guest complaints efficiently and diplomatically, ensuring timely follow-up and documentation.Service Quality & Standards\u2022Maintain and promote high service standards consistent with a 4-star resort brand.\u2022Monitor guest feedback from surveys, online reviews, and in-house comments, and prepare reports with improvement recommendations.\u2022Support the implementation of service quality initiatives and guest satisfaction programs.\u2022Ensure all guest interactions comply with hotel policies, brand standards, and local regulations.Coordination & Communication\u2022Liaise closely with Front Office, Housekeeping, Food & Beverage, Spa, and Entertainment teams to ensure seamless guest experiences.\u2022Communicate guest preferences and special requirements to relevant departments.\u2022Assist in organizing guest events, resort activities, and special celebrations.\u2022Support Front Office operations during peak periods when required.Administrative Duties\u2022Maintain accurate guest profiles and records in the HMS (Hospitality Management Solution).\u2022Prepare daily and weekly guest feedback reports.\u2022Track recurring issues and coordinate corrective actions with department heads.\u2022Assist with guest correspondence in German and English (emails, letters, messages).What We\u2019re Looking For:\u2022Degree in Hospitality Management, Tourism, or a related field preferred.\u2022Minimum 5 years of experience in guest relations, front office, or customer service in a hotel or resort environment.Previous experience in a 4-star or 5-star hotel is highly desirable\u2022German: Fluent (spoken and written) \u2013 mandatory\u2022English: Fluent \u2013 mandatory\u2022Additional languages are an advantage.\u2022Excellent interpersonal and communication skills.\u2022Strong problem-solving and conflict-resolution abilities.\u2022High level of emotional intelligence and cultural awareness, particularly with German-speaking markets.\u2022Ability to work under pressure and handle multiple tasks simultaneously.\u2022Strong attention to detail and organizational skills.\u2022Proficiency in hotel PMS systems (HMS)<\/p>\n
Turtle Bay, Balaclava, Balaclava, Mauritius<\/p>\n
Phone: 2043000<\/p>\n
Apply Via:<\/p>\n
hrcoo1@theravenala-hotel.com<\/p>\n
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