- Location
- Egypt - Cairo
- Type
- Full-time
- Seniority
- Manager
- Experience
- 3+ years
- Source
- Pinpoint
Description
Guest Relations Manager (Egyptian Only)
Application Deadline: 14 October 2026
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: Egypt - Cairo
Compensation: EGP0 / month
Description
The incumbent in the 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
The job of Guest Relations Manager is executed satisfactorily when:
- COYLE audit results are 85% and above.
- GSS (Guest Satisfaction Survey) results are rated on an average with “5” and above.
- Hotel and Outlets are promoted.
- Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
- In case of immediate need, the Guest Relations Manager helps with reception duties.
MAIN 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.
- Monitor, analyze, and respond to guest reviews and survey feedback across all online platforms in accordance with brand standards and luxury hospitality guidelines.
- 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
Nationalty: Eligible for a working permit in Egypt.
Education: Higher College Education
Experiance: To fill the position, one of the following is required:
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
Language: Ability to work and communicate in a multinational environment:
English – excellent oral and written skills
Additional language - beneficial
Competencies: Include the skills the candidate must have to fill this
position:
Education: Higher College Education
Experiance: To fill the position, one of the following is required:
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
Language: Ability to work and communicate in a multinational environment:
English – excellent oral and written skills
Additional language - beneficial
Competencies: Include the skills the candidate must have to fill this
position:
- Supervisory skills
- Luxury Hotel Experiences
- Good Communication skills
- Knowledge of hotel operations & Computer systems
- General knowledge of tourist and business related information
- Knowledge of VIP welcoming protocol
Technical Competencies:
- Proficiency in Microsoft Office (Word, Excel and PowerPoint)
- Advanced knowledge of Opera Cloud System
- Basic knowledge of Micros
Individual Charactaristics: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Straightforward
- flexible
- Self contained
- Motivated
- Pro-active
- Organized
- Responsible
- Customer Service Orientation
- Cross Cultural Sensitive
- Teamwork / Cooperation minded
- Quality oriented
- Courteous
- Friendly and caring
- Natural sense for luxury
About Kempinski
At Kempinski Hotels we pride ourselves on delivering a beautiful performance for each and every one of our guests. Dedicated to please, educated to entertain and never compromising on the European elegance of service, we are driven by our passion for crafting distinct and meaningful experiences. Each of our remarkable properties is a stage upon which our people perform their best and every day is an opportunity to apply their unique talents. We offer recognition for your skills, an environment that encourages personal growth, and respect and support from colleagues and leaders. Connected by our shared values, our passion for craftsmanship, and our care for one another, we are a global community of hoteliers.
Your stage awaits.
Discover a career crafted by you.
Your stage awaits.
Discover a career crafted by you.
Skills
ExcelCustomer Service