Guest Relations Manager - Continental Plaza Beach Resort

At Continental Plaza Beach Resort - Sharm El Sheikh,” soon will be rebranded as Holiday Inn Resort Sharm El Sheikh”, we believe in creating a welcoming atmosphere where our guests feel cared for and our colleagues are empowered to deliver memorable experiences. 

We are looking for a Guest Relations Manager to oversee all aspects of the guest experience, from pre-arrival planning to post-stay follow-up.

This is a highly customer-facing leadership role that requires strong problem-solving skills, empathy, and organizational excellence of the hotel in line with IHG standards.

A little taste of your day-to-day:

Every day is different at IHG, but you’ll mostly be:

1.

Guest Experience & Problem Resolution


* Coordinate all arrivals, departures, and special requests for VIPs, regular patrons, and guests with special needs (e.g., elderly, disabled) to ensure personalized service and amenities.


* Ensure a warm, professional reception for all clients upon arrival, serving as the key point of contact throughout their stay.


* Anticipate and promptly address guests' needs, desires, and unstated requests, going above and beyond to exceed expectations.


* Actively listen to and resolve all guest complaints in a timely, professional, and courteous manner, following up to confirm satisfaction and logging incidents for future improvement.


* Inform guests about all property services, amenities (dining, spa, pools), and local attractions/recommendations.

2.

Operations Coordination and Oversight


* Oversee check-in and check-out procedures to ensure they are seamless and efficient, minimizing wait times.


* Coordinate closely with the housekeeping department to ensure assigned rooms are fully prepared, inspected, and match guest preferences before check-in.


* Coordinate communication and requests between guests and various hotel staff (Housekeeping, F&B, Front Desk, Maintenance) to ensure concerns are resolved quickly.


* Manage and coach the Guest Relations team (which may include Guest Relations Executives, Concierges, or Front Desk staff) to ensure adherence to service standards and operating procedures.


* Examine the daily activity log, assign tasks to staff, and check on progress to maintain a smooth daily operation.

3.

Feedback and Quality Management


* Monitor and analyse customer feedback from internal surveys, hotel guestbooks, and external online review platforms (e.g., TripAdvisor, Google) to identify areas for service improvement.


* Prepare and present regular reports to senior management detailing guest satisfaction metrics, common issues, and suggested strategies for improving the overall rating.


* Contribute to developing and refining guest-focused policies and procedures to elevate service standards and guest loyalty.


* Establish friendly, long-term relationships with regular and repeat clients to foster customer loyalty and retention.

What we need from you


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