Guest Relations Manager

Guest Relations Manager | 5-Star Luxury ResortGrecian Bay Hotel | Ayia Napa, CyprusEmployment Type: Full-time, Permanent (12-Month Contract) Industry: Luxury Hospitality, 5-Star HotelsAbout the Grecian Bay HotelThe Grecian Bay Hotel is a distinguished 5-star, family-friendly resort on a premium sandy beach in Ayia Napa, Cyprus. We are committed to exceptional service and seek a Guest Relations Manager (GRM) to act as a key ambassador for our brand, focusing on personalized luxury and VIP experience management.   The Role: Key ResponsibilitiesThe Guest Relations Manager is responsible for the overall wellness, satisfaction, and loyalty of all in-house guests.   Service & Guest ExperienceVIP Management: Meticulously review daily arrivals, anticipate and manage special requests for high-profile and loyal guests.   Guest Ambassador: Warmly welcome and escort all arrivals, and act as the primary concierge for dining, excursions, spa appointments, and transportation.   Proactive Care: Build and maintain a comprehensive database of loyal guests’ preferences to ensure highly personalized service.   Operations & Commercial StrategyLiaison: Ensure seamless and timely coordination between the guest and all operational departments (Front Office, Housekeeping, F&B).   Commercial Focus: Develop and implement creative merchandising techniques and promotions aimed at increasing general hotel revenues.   Service Recovery: Effectively handle complex guest complaints using structured recovery models (e.g., HEARD) and utilize feedback to drive systemic operational improvements.   Management: Participate in daily Front Office activities and Duty Management shifts.   Candidate Profile: Essential SkillsWe seek a leader with a passion for first-class service and proven experience in a luxury environment.Required QualificationsExperience: Minimum of 3–4 years in a similar senior role (Guest Relations/Front Office Management) within a 4- or 5-star hotel.   Mandatory Languages: Excellent written and oral communication skills in English.   Strategic Language Asset: Demonstrable fluency in German is highly valued due to our key international markets.   Technical Skills: Computer literacy, advanced knowledge of MS Office, and proficiency in Hotel Management Software (Opera Cloud or equivalent).   Core CompetenciesExceptional organizational skills, critical thinking, and a results-oriented approach.   Proven ability to lead, motivate a team, and manage high-pressure, fast-paced environments.   Impeccable grooming and professional presentation.   Compensation and Benefits PackageThe Grecian Bay Hotel offers a comprehensive, year-round package designed for retention and career growth.Financial Security: Competitive monthly salary.Annual Bonus: Provision of the 13th salary (proportionate to the period worked).   Relocation Support: Optional, complimentary accommodation package provided for candidates relocating to Ayia Napa.   Perks: Meals provided at the staff restaurant during working hours.   Development: Access to customized vocational training and development programs.