Guest Relations Manager
- Baku Marriott Boulevard Hotel
- 4c Xəqani Rüstəmov, Bakı 1010, Azərbaycan
- Full-time
08-09-2026
416
Description
- Ensure that all Front Office Standards Operating F&B, SPA and other operational department policies and procedures are adhered.
- Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
- Coordinate the arrival, stay and departure experience to ensure a seamless experience.
- Liaise with all key departments to gather the correct information.
- Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded.
- Inform clients of hotel service, including breakfast and dining options
- Actively listen and resolve complaints.
- Promptly address guest’s request
- Ensure Special guests like guests with Physical Challenge, elderly, children and VIPs receive personalized services.
- Coordinate & manage communication between guests and staff to ensure we resolve customer concerns.
- Analyze customer feedback from hotel guests’ book and online reviews and suggest ways to improve ratings.
- Establish friendly relationship with regular hotel clients (obtain their email address for future relationship)
- Be in charge of the return guest program (hotel satisfaction survey) increase score
- Update profile of the guests (Positive, Negative ) according to guest comments in Guest satisfaction survey
- To adjust own schedule in order to maximize her/his visibility when most needed.
- Work directly with to ensure a seamless experience.
- Create profile of 10-20 individual / company loyal frequent quests on monthly basis and track their future stays.
- Communicate in written with online booking guests before their arrival (booking.com/ Expedia)
- Review arrivals for the next ten days on a daily basis
- Coordinate with the Front Office, Housekeeping and F&B to ensure preferences are consistently met
- Assist VIP and high-profile loyalty guests with preparation of activity itineraries and ground transportation when applicable.
- Ensure Front Office and Accounting colleagues are aware of special billing arrangements.
- Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained.
- Contact guests during their stay and assist with any needs that arise.
- Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
- Assume Manager on Duty shifts when needed.
Requirements
- Written, spoken and reading proficiency in Azeri, English & Russian language.
- At least 2 years Hotel Experience as guest Relation/Service Manager, with Opera knowledge.
- Strong Managerial skills
- Ability to execute the tasks of the Guest Services
- Strong interpersonal relationships
- Trust and respect with employees
- Embrace philosophy
- Culture Awareness.
About this role
Apply Before
September 29, 2026
Job Posted On
September 8, 2026
Job Type
Full-time
Category
Restaurants, Tourism and AccommodationSimilar jobs
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