Sr. Manager- Guest Relations

Job Summary:

The Senior Manager - Guest Relations will oversee and manage all guest-related activities, ensuring that every visitor enjoys an exceptional and personalized experience at Della Adventure and Resorts and the Della Gallery. This role demands a combination of leadership, strategic planning, and hands-on hospitality expertise to elevate guest satisfaction and promote the Della brand effectively. The role also includes sales coordination responsibilities to support the sales team.

Key Responsibilities:

1. Leadership and Oversight:
- Supervise and guide the Guest Relations team to maintain high standards of service.
- Plan, schedule, and assign tasks to ensure smooth operations across all guest activities.
2. Property and Gallery Show Arounds:
- Personally lead high-profile guest tours of Della Adventure and Resorts and Della Gallery.
- Provide comprehensive insights into the 16 SBU product categories and their relevance in the luxury market.
3. Guest Management:
- Build and nurture strong relationships with guests, ensuring a personalized experience.
- Proactively address and resolve guest concerns or complaints.
4. Coordination and Communication:
- Serve as the primary point of contact for internal and external guest-related communication.
- Ensure timely updates to the management about guest arrivals, departures, and activities.
5. Event and Stay Oversight:
- Supervise arrangements for guest stays and events, ensuring flawless execution.
- Collaborate with other departments to maintain consistency in service standards.
6. Brand Representation:
- Articulate Della's history, vision, and brand values to guests effectively.
- Act as a brand ambassador during all guest interactions.
7. Sales Coordination Activities:
- Coordinate with the sales team for any support, addressing queries, and providing backend assistance.
- Ensure seamless collaboration between guest relations and sales teams to enhance overall efficiency.
8. Performance Monitoring and Reporting:
- Track guest feedback, analyze patterns, and recommend service improvements.
- Prepare periodic reports on guest relations activities and outcomes for management review.

Key Skills and Requirements:

- Proven experience in a guest relations or hospitality leadership role.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to lead and motivate a team to deliver outstanding guest experiences.
- Strong organizational and multitasking abilities.
- Familiarity with luxury products or services is a plus.
- Experience in sales coordination or backend support is an added advantage.