Guest Relations Manager

About the role

The Guest Relations Manager leads the Guest Relations section, ensuring the highest level of professional service in line with Kempinski standards and handling all guest matters to satisfaction.

Key responsibilities

• Maintain COYLE audit results of 85%+ and achieve Guest Satisfaction Survey scores of 5 or higher.
• Promote the hotel and its outlets, minimise guest complaints and ensure efficient follow‑up.
• Welcome, escort and bid farewell to VIP guests, preparing tailored itineraries and updating guest profiles.
• Monitor and respond to online guest reviews and surveys, adhering to brand luxury standards.
• Handle guest complaints and requests, record them, and coordinate with relevant departments for resolution.
• Assist with reception duties when needed and participate in daily briefings.

Required profile

• Egyptian nationality with a valid work permit.
• Higher college education.
• Minimum 3 years managerial experience in Front Office or Guest Relations, preferably in an international five‑star hotel.
• Excellent English communication skills, both oral and written.
• Strong supervisory, luxury‑hotel, and cross‑cultural service orientation.

Required skills

• Basic knowledge of Micros.
• Advanced knowledge of Opera Cloud System.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).