Guest Relations Manager
alary: €48.000 - €51.000
Start: ASAP
Languages: German - English - Fluent
I am looking for aGuest RelationsManager 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
1. 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.
2. Anticipate guest needs, think out of the box to create personalised touches, and coordinate special arrangements (VIP amenities, celebrations, surprises, last-minute requests).
3. Manage and resolve guest complaints and issues with empathy, confidence and a solution-driven mindset, always turning problems into opportunities to delight.
4. 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.
5. Collaborate closely with Front Office, Housekeeping, F&B and Sales to ensure a seamless guest journey and consistent luxury service standards.
6. 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.
7. Collect and analyse guest feedback (reviews, surveys, direct comments) and propose creative initiatives to continuously enhance guest satisfaction and loyalty.
Profile
8. Minimum 2 years of leadership experience in Front Office, Guest Relations or a similar guest-facing supervisory role.
9. Background in luxury hotel environments, with a strong understanding of high-end service standards and expectations.
10. Warm, outgoing and engaging personality, with a natural passion for hospitality and a genuine desire to make every stay special.
11. Creative mindset, able to think beyond standard procedures and propose personalised, memorable guest experiences.
12. Strong communication and interpersonal skills; confident in handling demanding guests and busy situations while remaining calm and positive.
13. Proven ability to lead by example on the floor, motivate a small team and coordinate with multiple departments.
14. Languages: fluent German is mandatory; very good English is required. Additional languages are an asset.