Guest Relations Manager (m/f/d)

Ensure smooth and efficient processes in operational daily business (e.g. check the arrival list to identify VIPs, prepare and organize special occasions, treatment order and check VIP rooms and suites etc.) A warm welcome and personal welcome to guests, especially VIPs, regular guests and long-term guests Professional, empathic and sovereign handling of complaints and complaints Follow-up of complaints and evaluation of guest feedback. Maintenance and updating of guest profiles in the PMS Creation of a weekly and monthly quality report and evaluation of weaknesses and trends Answering complaints in assessment portals and their evaluation Active support of the Lady & Gentlemen in Red as well as Activity Concierge Team during peak hours and takeover of layers. Hands-on mentality is expected Professional and disciplined leadership of Lady & Gentleman in Red as well as Activity Concierge Team (about 4-5 employees and trainees) Creation of services and holiday plans taking into account hotel utilisation, working time laws and budgets Recruitment, structuring of onboarding for new employees and planning and training Conducting regular team meetings and conducting feedback and annual discussions Development and implementation of sales strategies for the Lady & Gentleman in Red and Activity Concierge Team Interface coordination: close cooperation with front office, housekeeping, spa, R&B, technology and reservation In consultation with the Front Office Manager, assistance with check-in and check-out at the reception Takeover of Manager on Duty Services

Complete training in the hotel industry

Mind. 1 year of professional experience in a comparable position in the luxury hotel industry

Very good knowledge of German and English

Very good communication skills and team skills

Experience in leadership and motivation of a team

A special feel for quality and attention to detail

Good knowledge of how to use the computer, common Microsoft Office programs (Word, Excel and PowerPoint) and the hotel software Opera Cloud and Samfex desirable

Life and work where other holidays make Individual working models Fair salary + voluntary, monthly allowance of €250, holiday and Christmas money, contribution to occupational pensions and asset-effective benefits, appreciation of the operational reliability Special payments for department trainers or for the promotion of new colleagues Kempinski employee rates, F&B and SPA Discounts, discounts by corporate benefits, birthday gifts, wedding, birth, discounts at local shops ZamSportln program with our activity concierge, e.g. hiking, biking, golfing, skiing etc. ZamFeiern, e.g. at Team Events, Employee Festivals and our Kempinski Global Engagement Activities 4 orientation days with in-house experience at start, sponsorship system, training plan, wide range of internal and external trainings, cross trainings, online as well as eCornell trainings, language courses, feedback and development talks, support for training (e.g. training certificate, etc.), annual employee survey Numerous opportunities for ascent and transfer in an expanding hotel group New, modern and fully furnitured employee accommodation available Health & Precautions by Work physicians Healthy meals in our staff restaurant Uniforms, including free cleaning service Free parking on the hotel grounds Monthly Mankogeld at Cash Guide