Guest Relations Specialist (German)

Guest Engagement & Relationship Management

• Welcome and assist German-speaking guests from pre-arrival through departure, ensuring a warm, personalised, and professional experience.
• Serve as the primary point of contact for German-speaking guests, addressing enquiries, special requests, and concerns promptly and effectively.
• Build strong guest relationships through proactive engagement in public areas, guest rooms, and during resort activities.

Service Excellence & Recovery

• Handle guest feedback and complaints with empathy, cultural awareness, and discretion, ensuring timely service recovery and satisfaction.
• Escalate complex issues to the Guest Experience Manager or Front Office Manager when required, with clear follow-up.
• Create memorable moments and personalised touches for repeat guests, honeymooners, and special occasions.

Guest Communication & Coordination

• Ensure accurate communication of guest preferences and requirements to relevant departments (Housekeeping, F&B, Spa, Activities, Engineering).
• Assist with reservations, restaurant bookings, excursions, and special arrangements for German-speaking guests.
• Support VIP arrivals, special groups, and tour operator guests from German-speaking markets.

Feedback, Reporting & Administration

• Capture and update guest preferences, feedback, and service recovery actions in the PMS and guest profile systems.
• Encourage and support guest feedback, including surveys and online reviews where appropriate.
• Prepare daily guest interaction notes and handover reports.
• Act as a brand ambassador, reflecting professionalism, warmth, and cultural sensitivity.

• Proven experience in guest relations or a similar role within the hospitality industry
• Excellent communication skills with fluency in English and German.
• Strong customer service orientation with a friendly and empathetic demeanour
• Demonstrated ability to handle guest complaints and resolve issues effectively
• Proficiency in hotel management software and computer systems
• Bachelor's degree in Hospitality Management or a related field (preferred)
• In-depth knowledge of hospitality industry standards and best practices
• Exceptional problem-solving skills and attention to detail
• Ability to work flexible hours, including evenings, weekends, and holidays
• Strong organisational skills with the ability to multitask in a fast-paced environment
• Professional appearance and positive attitude