Guest Relation Manager

The Guest Relation Manager at Mövenpick Hotel Mansour Eddahbi Marrakech is responsible for ensuring client satisfaction and loyalty through personalized service. This involves supervising email and message management, organizing schedules, and leading the Guest Relations team. The role focuses on providing a warm, professional welcome, maintaining high service quality, and continuously improving the client experience through feedback and proactive solutions.

Must Have

• Satisfy and retain clients by personalizing service based on their profile and expectations.
• Supervise the management of emails, messages, and client requests quickly and efficiently.
• Manage and organize schedules for appointments, meetings, and activities related to Guest Relations.
• Guarantee a warm, professional, and personalized welcome to all visitors.
• Maintain a clean, organized reception area compliant with establishment standards.
• Supervise the Guest Relations team, ensuring understanding and execution of responsibilities.
• Ensure professional and personal development of the team through training and feedback.
• Maintain high motivation, involvement, and satisfaction within the department.
• Guarantee consistent, fluid, and high-quality customer service.
• Organize and lead daily briefings.
• Maintain continuous communication with other hotel departments for optimal coordination.
• Be attentive to client feedback, identify areas for improvement, and propose solutions.
• Develop, implement, and monitor actions to improve the client experience.
• Measure the impact of actions and adjust procedures for continuous improvement.

Job Description

As part of the development of its activities and the strengthening of its teams, the Mövenpick Hotel Mansour Eddahbi Marrakech is recruiting a Guest Relation Manager (M/F).

Main Mission:

The Guest Relation Manager is responsible for:

• Satisfying and retaining clients by personalizing service according to their profile and expectations.
• Supervising the management of emails, messages, and client requests quickly and efficiently.
• Managing and organizing schedules for appointments, meetings, and activities related to the Guest Relations service.

Main Responsibilities:

• Guaranteeing a warm, professional, and personalized welcome to all visitors.
• Maintaining a clean, organized reception area compliant with the establishment's standards.
• Supervising the Guest Relations team and ensuring a good understanding and execution of everyone's responsibilities.
• Ensuring the professional and personal development of the team: training, support, feedback.
• Maintaining a high level of motivation, involvement, and satisfaction within the department.
• Guaranteeing consistent, fluid, and high-quality customer service through rigorous supervision and constant support.
• Organizing and leading daily briefings.
• Maintaining continuous communication with other hotel departments to ensure optimal coordination.
• Being attentive to client feedback, identifying areas for improvement, and proposing adapted solutions.
• Developing, implementing, and monitoring actions aimed at improving the client experience.
• Measuring the impact of actions taken and adjusting procedures to ensure continuous improvement.

Objectives and Work Environment:

• Creating a welcoming, elegant, and professional environment where each client feels valued and supported.
• Fostering a climate of trust and comfort to ensure an impeccable client experience.
• Guaranteeing the smooth transmission of important information to all staff.
• Encouraging and facilitating inter-departmental collaboration to effectively meet client needs.
• Proposing and applying concrete improvements to increase client satisfaction and loyalty.
• Evaluating the effectiveness of changes implemented and ensuring they genuinely improve the client experience.
• Guaranteeing that every action taken contributes to lasting and measurable client satisfaction.

Qualifications:

• Excellent interaction skills, positive and easy communication with clients and teams.
• Neat presentation and a keen sense of hospitality.
• Ability to understand and anticipate the needs of clients and team members.
• Ability to manage multiple tasks simultaneously in a dynamic environment.
• Ability to make quick, relevant, and effective decisions, even under stress.
• Autonomy, leadership, sense of priorities, and team spirit.