Job Description

Roles & Responsibilities

Job description

As part of the development of its activities and the strengthening of its teams, the Mövenpick Hotel Mansour Eddahbi Marrakech is recruiting a Guest Relation Manager (F/M).

Main mission:

The Guest Relationship Manager is responsible for:

• Satisfying and retaining customers by personalizing the service according to their profile and expectations.

• Oversee the management of emails, messages and customer requests in a timely and efficient manner.

• Manage and organize schedules of appointments, meetings and activities related to the Guest Relations department.

Main responsibilities:

• Guarantee a warm, professional and personalized welcome to all visitors.

• Maintain a clean, organized reception area that complies with the standards of the establishment.

• Supervise the Guest Relations team and ensure that everyone's responsibilities are understood and carried out.

• Ensure the professional and personal development of the team: training, support, feedback.

• Maintain a high level of motivation, involvement and satisfaction within the department.

• Ensure consistent, smooth, and high-quality customer service through rigorous supervision and constant support.

• Organize and lead daily briefings.

• Maintain continuous communication with other departments of the hotel to ensure optimal coordination.

• Be attentive to customer feedback, identify areas for improvement and propose appropriate solutions.

• Develop, implement and monitor actions to improve the customer experience.

• Measure the impact of the actions carried out and adjust procedures to ensure continuous improvement.

Objectives and working environment:

• To create a welcoming, elegant and professional environment where each client feels valued and supported.

• Foster a climate of trust and comfort to ensure an impeccable customer experience.

• Ensure the smooth transmission of important information to all staff.

• Encourages and facilitates interdepartmental collaboration to effectively meet client needs.

• Propose and implement concrete improvements to increase customer satisfaction and loyalty.

• Evaluate the effectiveness of the changes implemented and ensure that they actually improve the customer experience.

• Ensure that every action taken contributes to sustainable and measurable customer satisfaction.

Qualifications:

• Excellent ability to interact, communicate positively and easily with customers and teams.

• Careful presentation and strong sense of hospitality.

• Ability to understand and anticipate the needs of customers and team members.

• Ability to manage several tasks simultaneously in a dynamic environment.

• Ability to make fast, relevant and effective decisions, even in stressful situations.

• Autonomy, leadership, sense of priorities and team spirit.

Guest Relation Manager MOVENPICK

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