About Gewan Hotels & Resorts
Gewan Hotels & Resorts is redefining luxury hospitality on Egypt’s North Coast in New Al Alamin. Our Guest Relations team delivers the personalized touches that turn great stays into unforgettable memories. We are recruiting an Assistant Guest Relations Manager to help lead this team, elevate VIP engagement, and drive industry-leading satisfaction scores.
Job Description
Reporting to the Guest Relations Manager, the Assistant Guest Relations Manager acts as a key ambassador for the resort—overseeing day-to-day guest-relations operations, mentoring hosts, and coordinating with every department to curate seamless, tailor-made experiences.
Key Responsibilities
- Welcome VIP, suite, and long-stay guests; conduct personalized check-in/out and room orientations.
- Supervise and coach Guest Relations Officers and lobby hosts, ensuring brand-standard engagement at all touchpoints.
- Monitor arrival lists, note preferences, prepare amenities, and manage guest recognition programs.
- Resolve service issues swiftly, turning challenges into memorable recoveries; document feedback for continuous improvement.
- Coordinate celebrations, private excursions, and special requests with Concierge, F&B, Spa, and Housekeeping.
- Track guest-satisfaction metrics, online reviews, and post-stay surveys; present action plans to leadership.
- Maintain accurate guest profiles in the PMS/CRM for future personalization.
- Step in for the Guest Relations Manager during their absence, leading the department and representing management in the lobby.
Requirements
- Minimum 3 years’ experience in Guest Relations or Front-Office leadership within upscale or luxury hotels.
- Proven talent for creating bespoke guest experiences and resolving issues diplomatically.
- Strong organizational and communication skills with a hands-on, engaging leadership style.
- Proficiency with PMS/CRM systems (Opera preferred).
- Detail-oriented, proactive, and comfortable liaising with cross-functional teams.
- Flexibility to work rotating shifts, evenings, weekends, and public holidays.
