Duty Manager/Guest Relations Manager

Job Description

Duty Manager/Guest Relations ManagerCAROUSEL_PARAGRAPH * Marrakech, Morocco * Front Office * 1353 Share Job OVERVIEWAMAN At Aman we are on a mission to create the world?s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests? perspectives and daily lives. To achieve our ambitions, we capitalize on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ?Aman way of life? ? a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:Invest in individuality? fostering an environment where each person can push boundaries, take risks and challenge norms.Nurture pathfinder spirit? exploring experiences, opportunities and locations which transform into new exciting ventures.Act like owners? taking the charge, leading by example and an immense sense of pride in their work.Celebrate communities? ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner. If this sounds like you and you share our values, then you may find that your natural home lies with Aman. Talk to us about aligning your passion with our opportunities. LOCATION This position is located at our property Amanjena Marrakech in Morocco. THE POSITION We are looking for an outstanding Duty Manager/Guest Relations Manager who is passionate about turning moments into memories for our guests and ensuring that they have an exceptional guest experience.RESPONSIBILITIES* Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction * Respond to guests needs and anticipate their unstated ones * Expect and react promptly to guests? requirements and inquires * Actively listen and resolve guests? complaints * Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc) * Coordinate and manage communication between guests and staff * Promote all amenities, conveniences and programs offered * Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to * Appraise team?s performance and produce reports * Examine activities logbook, assign tasks appropriately and implement control schedule dailyQUALIFICATIONS* Proven working experience as duty manager/guest relations manager * Working experience in hospitality * Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques * Familiarity and interest in industry?s latest trends * Hands on experience with guest relationship management software * Proficiency in English and French, multilingualism will be considered an asset * Excellent problem resolution skills along with outstanding communication and active listening skills * Ability to work flexible hours * Highly responsible and reliable with a professional presentation * BS degree in hospitality management, business administration or related field

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