Guest Relation Manager

Mangia’s Resorts, a distinguished hospitality brand of Aeroviaggi S.p.A., embodies the essence of Authentic Italian Vacanza within the upper-upscale segment. With 17 owned properties across Sicily and Sardinia—including 2 city hotels, 10 four- and five-star resorts, and 5 clubs—Mangia’s offers guests immersive and memorable stays that celebrate Italian heritage, nature, and lifestyle. Reflecting our commitment to excellence and international recognition, two of our resorts proudly belong to the prestigious Autograph Collection by Marriott, while one is part of the refined Curio Collection by Hilton.

Job Description:

Guest Relations Manager is the main point of contact for guests, providing assistance and help through out their stay to enhance the Guest Experience, deliver the Mangia’s Brand Promise & achieve the income goals of the department. Guest Relations Manager is responsible for giving a warm Lobby area to guests and making sure that they are satisfied with their stay. Its objective is to fulfill the functions and responsibilities detailed below.

Key Responsibilities:

• PLANNING. Establish the master plan of the function considering the occupancy forecasts,(arrival, departures, special needs, operation support FO and F&B), guest advance informations, problem resolution and problem advance, coordinate and manage comunication between guests and staff and follow up to ensure we resolve costumer concerns.
• MORNING MEETING: is a main stay in every company. All the key department managers and leaders gather, in a back of the house space to devour the day's business at hand. It is a great way to distribute last minute information and highlight important changes to daily operation and up coming events.
• ACTIVATION OF TEAM SENSE OF BELONGING ACCORDING TO MANGIAS SERVICE CULTURE: Cultivating a culture of belonging is essential for every company and leader who wants an engaged and resilient team where each individual contributor feels valued and included.
• INTERDEPARTMENTAL COMMUNICATION. Communicate the client's needs to the areas involved, generating a process of internal collaboration for its solution.
• SUPERVISION. Ensure clients are properly greeted upon their arrival. Actively listen to and resolve complaints. Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns. Manage guest relations team to ensure we comply with all Mangias standards and operating procedures. Analyze customer feedback from hotel guest book and online reviews and suggest ways to improve ratings.
• GUEST SERVICE. Ensure special guests, ADA requests, elderly, children and VIPs, receive personalized services and guest special requests. Coordinateand manage communication between guests and staff and follow up to ensure we resolve customer concerns. Inform clients of our hotel services, including breakfast and dining options. Promote all hotel amenities, conveniences and programs offered.

Requirements:

• Proven managerial experience in luxury resorts, boutique hotels, or wellness properties
• Strong guest-centric approach, personalization skills, and attention to detail
• Cross-functional expertise in hospitality, wellness, events, and communication
• Empathetic leadership and ability to inspire multidisciplinary teams
• Excellent command of English and preferably a second language

What we offer:

• Type of contract seasonal
• Accommodation available
• Meals provided
• Career growth opportunities within the company
• Dynamic and collaborative work environment
• Ongoing training and access to professional development courses