Guest Relations Manager

POSITION SUMMARY

The Guest Relations Manager is responsible for delivering an exceptional, personalized guest experience that reflects the standards and spirit of our luxury hotel. This position acts as the primary liaison between guests and hotel departments, ensuring that every stay exceeds expectations from pre-arrival to post-departure. The role requires grace under pressure, impeccable communication, and a genuine passion for hospitality.

KEY RESPONSIBILITIES

Guest Experience

• Anticipate and respond to guest needs with professionalism, discretion, and warmth.

• Personally welcome VIPs, repeat guests, and I Prefer members (if applicable), ensuring all preferences and special requests are met.

• Conduct courtesy calls and check-ins to ensure guest satisfaction throughout the stay.

• Manage guest feedback, follow up on service recovery, and communicate outcomes effectively.

• Maintain guest profiles and ensure all preferences are accurately recorded for future visits.

• Coordinate with all departments—Housekeeping, F&B, Spa, Concierge—to curate seamless guest experiences.

Operational Excellence

• Supervise and mentor the Guest Relations team and lobby ambassadors.

• Partner with Front Office and Reservations to ensure accuracy of VIP arrivals and room allocations.

• Prepare daily arrival reports, VIP amenity requests, and special occasion setups.

• Lead the daily guest experience briefing and communicate all relevant updates to management.

• Oversee lobby presence and ensure all guest touchpoints reflect brand standards.

Brand Standards & Service Culture

• Uphold and promote the hotel’s service philosophy, values, and rituals.

• Ensure all team members embody the essence of luxury service—attentive, intuitive, and discreet.

• Collaborate with Marketing and Sales to personalize experiences for loyalty and repeat guests.

Administration & Reporting

• Maintain accurate records of guest feedback, compliments, and complaints.

• Produce monthly reports analyzing guest satisfaction trends and areas for improvement.

• Assist with training programs on guest engagement and service recovery techniques.

QUALIFICATIONS

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

• Minimum 3–5 years of Front Office or Guest Relations experience in a luxury or five-star hotel environment.

• Exceptional interpersonal and communication skills.

• Proficiency in PMS (Opera, Maestro, etc.) and Microsoft Office Suite.

• Strong organizational skills with keen attention to detail.

• Fluency in English required; additional languages a strong asset.

• Poised, polished, and professional in demeanor and appearance.