Guest Relations Manager
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Key skills for this role
About the Role
Sunset Hospitality Group is seeking a Guest Relations Manager for TAPASAKE, an upscale dining concept. The role involves leading the guest relations team, managing VIP guests, handling feedback, and creating memorable experiences.
Key Skills for This Role
Responsibilities
- Responsible for the entire Guest Relation department procedures and processes
- Ensure that Guest Relation department are working aligned with established procedures
- Creating personalized and memorable guest experiences
- Managing VIPs, celebrities, and repeat guests
- Building guest loyalty and brand advocacy
- Leading service recovery for high profile situations
- Working with operations, reservations, F&B, and marketing to elevate the overall guest journey
- Coaching the guest relations team to deliver luxury service standards
- Ensure all telephone calls are handled politely, timely and efficiently
- Increase repeat business through relationship building and interaction
- Actively seek opportunities to increase revenue
- Understand the competitive marketplace through analysis of trends and data
Requirements
- Proven experience as Guest Relations Manager with at least 3 5 years within upscale lifestyle dining venues
- Strong leadership and people management skills
- Excellent interpersonal and organizational skills
- Strong analytical and project management skills
- Good business awareness including external markets and competitor positions
- A passion for delivering exceptional guest experiences
- Excellent communication and problem solving abilities
- Experience managing reservations, VIP guests, and service recovery
- Fluency in English; additional European languages are an advantage
Full Job Posting
About the Role
- We are seeking an experienced and passionate Guest Relations Manager to lead our guest experience journey at TAPASAKE.
- As Guest Relations Manager, you will oversee the guest relations team, ensure seamless arrival and departure experiences, manage VIP guests and special occasions, handle guest feedback with professionalism, and work closely with the restaurant operations team to create memorable moments that exceed
Key Responsibilities
- Responsible for the entire Guest Relation department procedures and processes.
- Ensure that Guest Relation department are working aligned with established procedures and processes to sustain consistency.
- Creating personalized and memorable guest experiences.
- Managing VIPs, celebrities, and repeat guests.
- Building guest loyalty and brand advocacy.
- Leading service recovery for high profile situations.
- Working with operations, reservations, F&B, and marketing to elevate the overall guest journey.
- Coaching the guest relations team to deliver luxury service standards.
- To ensure all telephone calls are handled politely, timely and efficiently.
- Increase repeat business through relationship building and interaction.
- Actively seek opportunities to increase revenue.
- Understand the competitive marketplace through analysis of trends and data.
Ideal Candidate
- A proven experience as Guest Relations Manager with at least 3 5 years within upscale lifestyle dining venues.
- Strong leadership and people management skills.
- Excellent interpersonal and organizational skills.
- Strong analytical and project management skills.
- Good business awareness including external markets and competitor positions.
- A passion for delivering exceptional guest experiences.
- Excellent communication and problem solving abilities.
- Experience managing reservations, VIP guests, and service recovery.
- Fluency in English; additional European languages are an advantage.
- Good knowledge of policies and procedures, their development and applications.
- Strong relationship building skills.
- Highly cooperative team spirit.
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