Guest Relations Manager

At Continental Plaza Beach Resort - Sharm El Sheikh," soon will be rebranded as Holiday Inn Resort Sharm El Sheikh", we believe in creating a welcoming atmosphere where our guests feel cared for and our colleagues are empowered to deliver memorable experiences.

We are looking for a Guest Relations Manager to oversee all aspects of the guest experience, from pre-arrival planning to post-stay follow-up. This is a highly customer-facing leadership role that requires strong problem-solving skills, empathy, and organizational excellence of the hotel in line with IHG standards.

A little taste of your day-to-day:

Every day is different at IHG, but you'll mostly be:

1. Guest Experience & Problem Resolution

• Coordinate all arrivals, departures, and special requests for VIPs, regular patrons, and guests with special needs (e.g., elderly, disabled) to ensure personalized service and amenities.
• Ensure a warm, professional reception for all clients upon arrival, serving as the key point of contact throughout their stay.
• Anticipate and promptly address guests' needs, desires, and unstated requests, going above and beyond to exceed expectations.
• Actively listen to and resolve all guest complaints in a timely, professional, and courteous manner, following up to confirm satisfaction and logging incidents for future improvement.
• Inform guests about all property services, amenities (dining, spa, pools), and local attractions/recommendations.

2. Operations Coordination and Oversight

• Oversee check-in and check-out procedures to ensure they are seamless and efficient, minimizing wait times.
• Coordinate closely with the housekeeping department to ensure assigned rooms are fully prepared, inspected, and match guest preferences before check-in.
• Coordinate communication and requests between guests and various hotel staff (Housekeeping, F&B, Front Desk, Maintenance) to ensure concerns are resolved quickly.
• Manage and coach the Guest Relations team (which may include Guest Relations Executives, Concierges, or Front Desk staff) to ensure adherence to service standards and operating procedures.
• Examine the daily activity log, assign tasks to staff, and check on progress to maintain a smooth daily operation.

3. Feedback and Quality Management

• Monitor and analyse customer feedback from internal surveys, hotel guestbooks, and external online review platforms (e.g., TripAdvisor, Google) to identify areas for service improvement.
• Prepare and present regular reports to senior management detailing guest satisfaction metrics, common issues, and suggested strategies for improving the overall rating.
• Contribute to developing and refining guest-focused policies and procedures to elevate service standards and guest loyalty.
• Establish friendly, long-term relationships with regular and repeat clients to foster customer loyalty and retention.

What we need from you

• Russian Native Speaker, Fluent in English and Italian Language is a plus
• Bachelor's degree in Hotels& Tourism or a related field
• Outstanding Communication (written and verbal), Active Listening, Empathy, Diplomacy, and the ability to handle potentially irate guests calmly
• Strong Leadership skills to motivate and manage a guest relations team; Organizational skills; Time management; and the ability to appraise team performance.
• Proven work Experience as a Guest Relation Manager in a Luxury Brand.

What We Offer

We give our people everything they need to succeed, from a competitive salary that rewards all their hard work to a wide range of benefits designed to help them live their best work life – including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every team member the room they need to belong, grow, and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through my Wellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.