Guest Relations Manager (M/F) CDI 100%

We are recruiting!
Part of the Lausanne landscape since 1909, the Royal Savoy Hôtel & Spa is renowned for its timeless elegance. Since its reopening in 2025, it offers unparalleled comfort and luxury and a five-star rating. Located next to the majestic Lac Léman, the Royal Savoy Hôtel & Spa includes 196 rooms and suites, high-capacity seminar rooms, the restaurant « La Brasserie du Royal », the Lounge Bar, the Cigar Lounge, the Sky Lounge on the rooftop with a 360° panoramic view, the gardens and the vast Spa du Royal for the pleasure of everyone.

Passionate about luxury hospitality? The Hôtel Royal Savoy & Spa is opening its doors to its future:
Guest Relations Manager (M/F)!
Permanent contract at 100%

On a daily basis, you will be required to:

. Excellence of the customer experience

• Personally welcome VIPs, loyal customers, long-stay residents, and guests celebrating a special occasion
• Ensure a visible and proactive presence in the lobby, restaurants, and public spaces
• Anticipate customer needs even before they are expressed
• Personalize each stay through perfect knowledge of customer preferences
• Supervise VIP arrivals and departures
• Coordinate special attentions (amenities, surprises, birthdays, etc.)
• Maintain a privileged relationship with customers throughout their entire stay

Inter-departmental coordination

• Coordinate and ensure fluid communication between different departments (Front Office, Housekeeping, F&B, Technical, etc.)
• Guarantee the smooth flow of operational information and remedy it when it is not the case by providing concrete solutions
• Ensure the application of internal procedures concerning our customers

Complaint management

• Immediately handle any dissatisfaction
• Resolve sensitive situations with empathy, elegance, and professionalism
• Be empowered to make decisions in order to exceed customer expectations
• Perform systematic follow-up after each incident
• Identify the root causes of complaints in order to continually improve processes

Customer experience & Customer relations

• Be the privileged interlocutor for customers for any request or complaint
• Welcome VIP customers and ensure their personalized follow-up by coordinating with the teams
• Manage complaints with professionalism and efficiency
• Ensure follow-up of customer feedback (in-stay and post-departure)
• Record and utilize customer preferences and ensure their communication and follow-up with the teams
• Be a source of proposals to continually improve the customer experience
• Daily follow-up of customer comments
• Respond to online reviews according to the establishment's standards
• Analyze satisfaction trends
• Implement corrective action plans

Customer loyalty

• Develop a lasting relationship with regular customers
• Personally recognize loyal customers
• Encourage the creation of memorable memories
• Promote loyalty programs when relevant
• Maintain an excellent satisfaction and recommendation rate

LQA (Leading Quality Assurance) Referent

• Serve as the LQA referent within the establishment
• Accompany and follow Managers and employees in the application of standards
• Guarantee that employees are trained in LQA standards (organization of mandatory trainings, follow-up)
• Ensure follow-up of LQA audits (analysis of results, implementation and follow-up of action plans)
• Ensure the quality and consistency of the customer experience
• Promote best practices and participate in continuous improvement
• Lead the internal "Ambassadors" team

And who are you?

• Minimum 2 years of confirmed experience in a similar position in a high-end establishment
• Recognized hospitality training
• Excellent mastery of high-end hotel standards
• Very good level of French and English (B2-C1 level required)
• Mastery of IT tools (MS Office) and OPERA software
• Excellent sense of welcome
• Passion for interacting with customers and satisfying their requests
• Excellent communication and active listening
• Team spirit and natural leadership
• Neat presentation and professional attitude
• Proactivity and sense of responsibility
• Great capacity for adaptation and stress management
• Kind and empathetic personality

Why us?
Because we offer you:

• Young, dynamic, and passionate teams
• Friendly activities throughout the year & sports clubs
• Boxing classes at advantageous prices
• Discounts at the establishment's points of sale and in the hotel establishments of the Bürgenstock Collection group
• Discounts in companies in the region and for your daily expenses
• A dedicated Chef for the staff canteen
• An equipped break room
• 5 weeks of vacation and 6 public holidays per year
• A thirteenth salary