Guest Relation Manager- Anantara Convento di Amalfi Grand Hotel

Job Description

The Guest Relation Manager, reporting to the Front Office Manager, is responsible for ensuring an exceptional guest experience at our 5‑star luxury hotel. The role serves as the primary point of contact for guests, ensuring all their needs are met and every aspect of their stay exceeds expectations. The Guest Relation Manager will develop lasting relationships with guests, anticipate their needs, and promptly resolve any issues while maintaining the high standards that define our brand.

Key Responsibilities

• Welcome guests upon arrival;
• Be available to assist guests throughout their stay, answering questions, resolving problems, and providing information about hotel services and local attractions;
• Manage special requests, including room upgrades, restaurant reservations, concierge services, and organizing special events or experiences;
• Coordinate with various hotel departments (front desk, housekeeping, food and beverage, spa, etc.) to ensure guest requests are fulfilled promptly and adequately;
• Monitor and respond to guest feedback (both on‑site and online), resolving any issues and maintaining a detailed record of guest preferences;
• Build trusting relationships with VIP guests, repeat customers, and long‑stay guests, ensuring a highly personalized experience;
• Supervise the guest relations team, providing training, support, and performance monitoring;
• Participate in daily management meetings to discuss improvements and innovations in hospitality services.

Qualifications

• At least 2/3 years of previous experience in a similar role within luxury hotels or 5‑star resorts;
• Excellent communication skills in both English and Italian; proficiency in additional foreign languages is a plus;
• Strong customer orientation, with an innate ability to anticipate guest needs and solve problems discreetly and effectively;
• Proven leadership skills, with experience in team management and staff training;
• Ability to work under pressure while maintaining a positive and professional attitude;
• Knowledge of hospitality best practices and familiarity with leading hotel management software;
• Flexibility in working hours, including weekends and holidays.

Benefits

• Global Travel with Exclusive Discounts: employee rates starting at 36 euros at almost 400 Minor Hotels properties; 30% discount on food and beverage services;
• Friends & Family Program: discounts for friends and family up to 25%;
• Exclusive Discounts on a wide range of online stores and leisure activities through the employee benefits portal;
• Training and Development: professional growth opportunities via the "University" platform, including language and skill‑building apps;
• International Career Opportunities within the Minor Hotels group;
• Competitive Compensation: 13th and 14th‑month salary and severance payment (TFR) upon contract end;
• Free Parking: reserved spaces for motorbikes in front of the hotel;
• Free Meals: access to an employee canteen during working hours;
• Uniforms: provision of uniforms for each employee and complimentary laundry services;
• Inclusive Corporate Culture: continuous feedback, active listening, and personal growth; team members are well informed about hotel operations;
• Celebrations and Recognition: monthly awards for top talent, special events, team‑building activities, and celebrations acknowledging contributions.