Assistant Guest Relations Manager (German Speaking) - The Ravenala Attitude

About the Role:

The Assistant Guest Relations Manager (German Speaking) supports the Guest Relations Manager in delivering exceptional guest experiences throughout the resort. The role focuses on personalized service, guest satisfaction, and effective communication with German-speaking guests, ensuring their stay exceeds expectations. The position acts as a key liaison between guests and hotel departments, proactively addressing needs, handling feedback, and maintaining the resort's service standards.

What you'll do:

Guest Experience & Relations
• Welcome and assist guests upon arrival, with special attention to German-speaking guests
• Ensure a warm, professional, and personalized guest experience throughout the stay
• Handle guest inquiries, requests, and complaints efficiently and courteously
• Follow up on guest issues to ensure timely resolution and satisfaction
• Maintain strong guest relationships to encourage repeat visits and positive reviews

Operational Support
• Assist the Guest Relations Manager in daily operations of the Guest Relations desk
• Coordinate with Front Office, Housekeeping, Food & Beverage, Spa, and Maintenance teams
• Monitor VIP arrivals, repeat guests, and special occasions (birthdays, anniversaries, honeymoons)
• Ensure guest preferences and special requests are properly recorded and followed up

Quality & Service Standards
• Uphold and promote the hotel's 4★ service standards and brand values
• Conduct guest satisfaction checks and collect feedback during the stay
• Assist in implementing service improvement initiatives based on guest feedback
• Support training and guidance of Guest Relations staff when required

Administrative Duties
• Maintain accurate guest profiles and records in the hotel management system
• Prepare daily guest reports, feedback summaries, and follow-up action lists
• Assist in handling online reviews and guest correspondence in German and English
• Support departmental reporting and documentation as required

What We're Looking For:
• Diploma or Degree in Hospitality Management or related field preferred
• Minimum 3 years of experience in Guest Relations or Front Office in a 4 star or 5-star hotel or resort
• Previous experience dealing with international and German-speaking guests is essential

Technical & Language Skills
• Fluent German (spoken and written) - mandatory
• Very good command of English; additional languages are an advantage
• Proficient in HMS
• Strong knowledge of resort operations and guest service procedures

Personal & Professional Skills
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict-resolution abilities
• Guest-focused mindset with attention to detail
• Team player
• Ability to adapt to a fast pace moving environment.