Guest Relations Manager

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by overseeing all aspects of guest services and hospitality. This role involves supervising the guest relations team, resolving issues promptly, and consistently delivering high standards of customer care. The Guest Relations Manager acts as the primary liaison between guests and hotel departments to ensure personalized service, guest satisfaction, and loyalty. A strong focus on communication, service excellence, and attention to detail is key to success in this role.

Responsibilities:

• Oversee daily operations of the guest relations department to ensure smooth service delivery.

• Greet VIP guests and handle special requests or complaints with professionalism and efficiency.

• Coordinate with other departments to fulfill guest needs and ensure a seamless experience.

• Train, mentor, and manage guest relations staff to maintain high service standards.

• Monitor guest feedback through surveys and online reviews to implement service improvements.

• Maintain records of guest preferences and special requests to personalize future visits.

• Prepare reports on guest satisfaction, complaints, and team performance.

• Support front desk operations during busy periods or special events.

• Develop guest loyalty strategies and contribute to promotional activities.

Requirements:

• Bachelor’s degree in Hospitality Management or related field preferred.

• 5+ years of experience in guest services or front office roles within the hospitality industry.

• Proven leadership and team management experience.

• Strong interpersonal and conflict-resolution skills.

• Excellent communication in English; knowledge of additional languages is a plus.

• Proficient in hotel management systems (e.g., Opera, Fidelio).

• Impeccable grooming and professional demeanor.

• Ability to remain calm and courteous under pressure.