Overview
Senior Guest Relations Manager Jobs in Kaafu, Maldives at Maxx Royal Resorts
Title: Senior Guest Relations Manager
Company: Maxx Royal Resorts
Location: Kaafu, Maldives
Guest Relations Manager
(Maxx Assistant Operation Manager)
About the Job
At Maxx Royal Resorts, the guest relations journey begins even before our guests arrive and continues throughout their stay. By anticipating their needs, thinking on their behalf, and transforming each holiday into a personalized and unforgettable experience, we create truly unique memories for every guest.
We are currently seeking an experienced Senior Manager to lead our Guest Relations Department (Maxx Assistant Department), the team responsible for delivering this exceptional guest experience. The role will oversee a diverse team consisting of Managers, Supervisors and Agents, ensuring the highest standards of guest satisfaction, service excellence, and personalized hospitality are consistently achieved.
The Senior Guest Relations Manager (Maxx Assistant Operation Manager) is responsible for ensuring exceptional guest satisfaction by overseeing all guest relations activities, handling guest feedback and concerns, and enhancing the overall guest experience. Reporting directly to the Rooms Division Manager or Hotel Manager, this role works closely with all operational departments to maintain the highest service standards and foster guest loyalty.
Job Description
- Managing the daily operations of the Guest Relations Department with Gust Relation team and ensuring exceptional guest service standards.
- Establishing and maintaining positive relationships with guests throughout their stay.
- Welcoming VIP guests and coordinating special arrangements to enhance their experience.
- Monitoring guest satisfaction levels and ensuring prompt resolution of guest concerns and complaints.
- Coordinating with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
- Analyzing guest feedback, online reviews, and satisfaction surveys and implementing improvement initiatives.
- Ensuring guest preferences and special requests are accurately recorded and fulfilled.
- Supervising and developing the Guest Relations team through coaching, training, and performance management.
- Supporting guest loyalty programs and initiatives aimed at increasing repeat business.
- Preparing regular reports on guest satisfaction trends, service recovery cases, and operational improvements.
- Maintaining a visible presence throughout the property to proactively engage with guests.
Requirements
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum 5 years of managerial experience in Guest Relations, Front Office, or Rooms Division operations within the hospitality industry.
- Excellent verbal and written communication skills.
- Strong guest service orientation and problem-solving abilities.
- Fluent English communication skills; additional languages are considered an advantage.
- Strong interpersonal, leadership and conflict-resolution skills.
- Ability to work effectively in a fast-paced luxury hospitality environment.
- Proficiency in hotel management systems and Microsoft Office applications.
- Strong organizational skills with attention to detail and service excellence.
