Guest Relations Manager

This a diverse and exciting job role which is predominantly guest facing but also requires some administration duties and to be a point of contact for our UK offices.

You will work closely with the Children’s Club Managers, sharing the responsibility of managing the Scott Dunn standards in all the resorts whilst looking after the Scott Dunn guests. You will be responsible for overseeing the guests’ airport transfers and holiday bookings, and be expected to be in regular contact with all guests throughout their stay including visits and phone calls.

Main responsibilities

  • Ensure that our guests benefit from the highest possible level of Scott Dunn service
  • Accurately and efficiently complete all paperwork and administrative duties as and when necessary to ensure effective running of the resort
  • Maintain a relationship between the resort and Scott Dunn so that any issues are promptly dealt with
  • Confirm room allocation with the resort prior to guests’ arrival and check against any specific requests
  • Liaise, feedback and communicate problems or guest issues to the Hotel Managers in the resort
  • Plan transfers each week – allocate Scott Dunn vehicles/drivers and/or book taxis/car hire accordingly, discuss car seat requirements with the children’s club manager and keep track of taxi transfers so the appropriate payments can be made in the UK
  • Purchase and manage welcome hampers for guests
  • Deliver welcome packs, kids presents and double check requested cots, highchairs, bed guards etc are in place along with any other special requests including requested childcare equipment
  • Shop for guest requests during their stay if requested
  • Assist in making reservations for guests at recommended restaurants and confirm pre-booked reservations prior to guest arrival for tennis, watersports, private chef, personal trainer. Other requests may also be made such as boat hire and water park trips which the GRM will be expected to assist guests with
  • Greet guests on arrival to ensure they are settled in and are given information on the resort and children’s club
  • Visit guests throughout the week (on a daily basis) or as requested to solve any issues
  • Manage the mobile phones and resort cars and be responsible for any administration, in conjunction with the children’s club manager
  • Hold regular meetings with the children’s club manager to discuss feedback, suggestions for improvement and upcoming resort events/activities
  • Weekly vehicle checks and action of any maintenance
  • During quieter periods assist the children’s club manager where possible
  • Manage you own accounts such as for welcome packs and guest accessories on a weekly basis

Abilities and expectations

  • An attitude whereby ‘nothing is too much trouble’
  • Great guest relations and interpersonal skills
  • Very good numeric, administrative and organisational skills
  • Team player
  • Lead by example

Essential requirements

  • Accounting skills
  • Previous hospitality experience
  • Previous management experience
  • Full, clean driving license
  • Computer literate
  • UK/EU passport
  • UK National Insurance number
  • UK bank account
  • Second language in Spanish or Portuguese an advantage

Package and benefits

  • Very competitive salary
  • Comfortable accommodation
  • Insurance
  • Return travel from the UK
  • Career progression with opportunities in our winter ski programme

 

Our Guest Relations Manager roles are now fully subscribed for summer 2016. We will be opening applications in early 2017.

All Guest Relations Manager positions have now been filled.