Guest Relations Manager
You are

You will be dedicated to ensuring a thorough pleasant and reliable guest experience, as it is our core business and we focus on. You’re a great match if you are absolutely guest-centric and committed to meet and exceed guests’ expectations. You’re flexible, have a can do attitude and a problem solving, result oriented driven.

You will be responsible for:
  • Providing a professional, high quality, and seamless customer service experience.
  • Analyzing customer feedback and providing strategic guidance to continually improve the overall rating.
  • Respond to customers’ needs and anticipate their unexpressed needs.
  • Co-ordinate and manage communication between customers and staff and follow up on customer issues to ensure that we address customer concerns.
  • Leading the team by setting the planning, the priorities, monitoringand motivating your team members.
  • Train your team in order to level up the practical knowledge of the tools and platforms used.
  • Develop in-depth knowledge of the apartments and services.
  • Monitor guests reviews and follow up for maintaining and improving ratings.
  • Work closely with the Housekeeping  Team, and follow up on specific requests and needs.
  • Co-ordinate closely with the Call Center Team.
  • Follow up on payments balance and budget.
  • Use reporting and monitoring tools with a view to improve operations efficiency.
  • Be able to do the same job as your team members.
Who are we looking for ?
  • Min 3 years experience. Proven professional experience as a Guest Relations Manager or in a similar position.
  • Understanding of all best practices in hotel management and relevant laws.
  • Extremely customer-centric.
  • Practical experience with hotel management software (PMS).
  • The Guest Relations Manager must have a very good presentation, impeccable elocution, managerial skills, good interpersonal skills, a good knowledge of etiquette rules, diplomacy, stress management, discretion, responsiveness, good general culture, an open mind, a sense of hospitality and service as well as linguistic skills.
  • Bilingual in French and English, Additional languages are a PLUS.
  • Common sense, proactive and solution-oriented.
  • A prior experience related to call center journey is a PLUS.
  • Passion for Hospitality Sector.
What do we offer you ?
  • LEADERSHIP: Our confidence in giving you the lead on your projects.
  • SECURITY: Permanent full-time contract.
  • LIFESTYLE: A young and dynamic environment in the heart of Brussels.
  • CHALLENGE: The opportunity to “make your mark”, to grow and improve continuously.


Become Part of the team! Our work culture is built on strong values promoting agility, respect, team spirit and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally. We have a culture of ” learn it all ” as we consider that in this volatile world, keeping a mindset of continuous learning is the best way to remain competitive and challenge ourselves on an ongoing basis. Smartflats proudly celebrates diversity. We are an equal opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability or age. 

Shall you recognize yourself in this job desc, come’on, send your application at

Talk to you soon,

The Smartflats’Team

To apply, send your CV and a short cover letter explaining how you would fit in our team. Send it to mentioning the position you apply for in the object of the email. Looking forward to meet you!