We are seeking a professional and guest-focused Guest Relations Manager to oversee guest relations and ensure exceptional, personalized service throughout the guest journey.

The ideal candidate will lead the Guest Relations team, manage VIP and special guest requests, resolve concerns, and maintain high service standards.

Key Responsibilities

Oversee daily Guest Relations operations and ensure consistent service standards.
Welcome and assist VIPs, long-stay guests, and guests celebrating special occasions.
Handle guest feedback and resolve concerns professionally and discreetly.
Coordinate with Housekeeping, Concierge, Food & Beverage, Engineering, Spa, and Front Office teams to enhance the guest experience.
Maintain accurate guest profiles, preferences, and feedback in the hotel’s systems.
Monitor guest satisfaction, online reviews, and service recovery results, and recommend improvements.
Ensure Front Office and Executive Lounge service standards are maintained.
Train, coach, and support the Guest Relations team.
Prepare staff schedules and assign duties to ensure effective service coverage.
Coordinate group arrivals, conferences, events, and special guest arrangements.
Promote a positive and professional team environment.

Requirements

Proven experience in Guest Relations or Front Office operations, preferably within luxury hospitality.
Diploma or degree in Hospitality Management or a related field.
Knowledge of PMS and guest feedback systems.
Strong communication, organizational, and problem-solving skills.
Excellent customer service and conflict-resolution abilities.
Ability to manage multiple guest priorities effectively.
Multilingual skills are an asset.
Flexible to work weekends, public holidays, and varying shifts.
Professional appearance and grooming in line with hospitality standards.

Guest Relations Manager

Job Description