The FTI GROUP is the third largest tour operator in Europe. Headquartered in Munich, Germany, the group employs more than 12,000 people worldwide. Founded by FTI Group in September 2015, Meeting Point Hotels is an international hospitality company with a portfolio of five brands comprising more than 50 properties in 9 countries. The company’s portfolio includes LABRANDA Hotels & Resorts, Design Plus Hotels, Kairaba Hotels & Resorts, Lemon & Soul and “by MP Hotels”. Located in sunny destinations, by the beach or in close proximity to the beach, Meeting Point Hotels is dedicated to serve guests hospitality with a smile and deliver authentic experiences with a local flair.
Our six Hotels in Greece are located in Corfu, Kos and Rhodes islands and our Head Offices are in Athens. We are currently hiring for the upcoming season for Labranda Marine Aquapark, our hotel in Kos.
Guest Relations Manager
Role Overview
This position ensures all guests are treated with a professional manner, works in an efficient manner to maximise satisfaction scores and internal sales, ensures all guests are aware of Hotel and local attractions. Expected to be able to present an appropriate image for the company and deal competently with the people and problems they encounter.
About the Role
Duties include, but are not limited to:
- Review arrival lists to welcome guests
- Attend to special guests (e.g. VIPs) and answer their inquiries
- Help prepare welcome folders with collateral (e.g. area descriptions)
- Provide information about amenities, area and venues and promote services
- Anticipate guest needs and build rapport with customers
- Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
- Address customer complaints and escalate to FOM/ General Manager when needed
- Handling complaints, room issues and conflicts in negotiation- Record information in the logbook daily
- Ensure compliance with health and quality standards. Ensuring that quality and standards meet expectations on a day-to-day basis
- Liaise with all departments as and when required to ensure efficiency throughout the hotel is promoted;
- Carry out any other relevant duties as requested by the hotel management;
- Assists with all foreign language translation;
- Provide information to assists clients or refer them to appropriate contacts, either in the company or elsewhere;
- Give information on facilities available and advise visitors about places of interest;
- Provide a professional image at all times through appearance and dress
- Keeping the hotel running smoothly and guests happy
- Manages the accurate and according to our SOPs replies in Social Media
Core competencies, knowledge and experience:
- Professional appearance and excellent social skills
- Able to work a flexible schedule according to business needs
- Ability to handle multiple tasks
- Ability to streamline functions and passion to learn and grow
- Strong interpersonal skills, including written and oral communication skills
- Comfort dealing with ambiguity and the ability to work independently
- Excellent communication and presentation skills
About you
- Bachelor’s degree
- Diploma with a qualification in a relevant area
- 3-4 years of experience in a relevant position
- Fluent knowledge of the English language
- Knowledge of the German, French or Italian language will be considered an asset
- IT and Computer Literacy
- Management Skills
- Performance Management
- Numerical Skills
Desirable Qualifications
- Knowledge of SiHOT
Core competencies as per FTI Group Behaviours
- Professional ethics
- Exceptional verbal, written, and presentation skills
- Collaboration and teamwork
- Eye for detail
- Flexibility and adaptability
- Time management
- Working under pressure
- Problem solving/Critical Thinking
Position Physical Requirements:
- Long standing hours
Special working conditions
- On site
Span of control
- The position reports to the Operations Manager
- The position cooperates with department managers of the Hotel
Scope of employment
- Full time
- Fixed term contract
If you think you have what it takes, please send us your resume along with a photo at [email protected]. Only shortlisted candidates will be contacted.
This Job Profile sets out current responsibilities of the jobholder that may vary from time to time without changing the general character of the position or the level of responsibility entailed.
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