Job Description
Guest Relations Manager
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: Prague
About Kempinski
At Kempinski, we don't just offer stays; we curate moments. As a hospitality organization, anchored in a legacy of elegance and a pioneering spirit, we have grown into a collection of iconic hotels and resorts around the world, each a landmark in its own right. From grand palaces steeped in history to contemporary masterpieces of design, Kempinski is where impeccable service meets authentic local experiences.
We empower our people to be artisans of hospitality, fostering an environment where passion is nurtured, individuality is celebrated, and every detail is thoughtfully considered. Joining Kempinski means becoming part of a family that is dedicated to creating memories that last a lifetime for our guests, and a fulfilling and enriching career for our team.
If you are driven by excellence, inspired by the art of hospitality, and seek to contribute to a legacy of luxury, we invite you to explore the exceptional opportunities that await you at Kempinski Hotels. We invite you to be part of our story.
How You Will Make a Difference; What We’re Looking For
This position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.
Key Responsibilities
- Communication of hotel & company philosophy and internal hotel representation.
- Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
- Be knowledgeable about all VIPs in-house, hotel functions and special events.
- Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
- Welcome, facilitate and bid farewell to as many guests as possible.
- Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
- Liaise with FOM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
- Obtain as much information about a guest’s stay to be entered in the guest history.
- Welcome visitors to the hotel, assist with general information, internal promotions and directions.
- Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
- Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
- Perform special projects and related duties as assigned.
- Walk throughout the hotel recognizing guests and engage with them appropriately.
- Attend & participate in daily briefings as scheduled.
- Report potential and existing hazards and rectified immediately.
- Provide information to all guests regarding the services and possible internal promotions of the hotel.
- Senior Management on any unusual circumstances that might affect guest service and expectation.
- Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
- Participate in training programmes.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Skills, Knowledge and Expertise
- Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
- Food & Beverage and Sales experience is a plus
- English – excellent oral and written skills
- Additional language - beneficial
- Supervisory skills
- Luxury Hotel Experiences
- Good Communication skills
- Knowledge of hotel operations & Computer systems
- General knowledge of tourist and business related information
- Knowledge of hotel products and services
- Knowledge of VIP welcoming protocol
Why Join Kempinski
Kempinski emphasizes talent development and offers career progression within its global network, with properties in over 30 countries. There are opportunities to work in diverse cultural environments whilst continuing your professional growth. We are proud to foster a culture where employees feel valued, heard, and are empowered to deliver exceptional guest experiences.
You will receive a competitive salary & benefits including private medical insurance, generous annual vacation allowance, annual bonus & discount on stays at our properties across the globe.
Be part of a legacy, build your future. Discover the possibilities at Kempinski.
Equal Opportunities
As an equal opportunity employer, Kempinski embraces diversity and is committed to creating a workplace where everyone feels valued and has the opportunity to succeed. Kempinski is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
