Guest Relations Manager (German Speaking) - The Ravenala Attitude

About the Role:

The Guest Relations Manager (German Speaking) is responsible for ensuring an exceptional guest experience throughout all stages of the guest journey, with a strong focus on German-speaking guests. This role acts as the primary point of contact for guest satisfaction, feedback handling, and personalized service delivery, while coordinating closely with all hotel departments to maintain high service standards in line with a 4-star resort environment.

What you'll do:

Guest Experience & Relations
• Serve as the main point of contact for German-speaking guests before arrival, during the stay, and after departure.
• Welcome VIPs and repeat guests, ensuring personalized and memorable experiences.
• Handle guest requests, special arrangements, and preferences promptly and professionally.
• Proactively engage with guests in public areas to ensure comfort and satisfaction.
• Resolve guest complaints efficiently and diplomatically, ensuring timely follow-up and documentation.

Service Quality & Standards
• Maintain and promote high service standards consistent with a 4-star resort brand.
• Monitor guest feedback from surveys, online reviews, and in-house comments, and prepare reports with improvement recommendations.
• Support the implementation of service quality initiatives and guest satisfaction programs.
• Ensure all guest interactions comply with hotel policies, brand standards, and local regulations.

Coordination & Communication
• Liaise closely with Front Office, Housekeeping, Food & Beverage, Spa, and Entertainment teams to ensure seamless guest experiences.
• Communicate guest preferences and special requirements to relevant departments.
• Assist in organizing guest events, resort activities, and special celebrations.
• Support Front Office operations during peak periods when required.

Administrative Duties
• Maintain accurate guest profiles and records in the HMS (Hospitality Management Solution).
• Prepare daily and weekly guest feedback reports.
• Track recurring issues and coordinate corrective actions with department heads.
• Assist with guest correspondence in German and English (emails, letters, messages).

What We're Looking For:
• Degree in Hospitality Management, Tourism, or a related field preferred.
• Minimum 5 years of experience in guest relations, front office, or customer service in a hotel or resort environment.

Previous experience in a 4-star or 5-star hotel is highly desirable
• German: Fluent (spoken and written) - mandatory
• English: Fluent - mandatory
• Additional languages are an advantage.
• Excellent interpersonal and communication skills.
• Strong problem-solving and conflict-resolution abilities.
• High level of emotional intelligence and cultural awareness, particularly with German-speaking markets.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong attention to detail and organizational skills.
• Proficiency in hotel PMS systems (HMS)