What are the responsibilities and job description for the Guest Relations Manager position at FAENA?
Job Description
The Guest Relations Manager is the guardian of the guest journey — ensuring every experience from pre-arrival to departure reflects the warmth, precision, and artistry of the Faena brand. This role leads the Guest Relations team in anticipating guest needs, managing VIP programs, and curating personalized experiences that turn moments into memories. The Guest Relations Manager acts as the central liaison between guests and all departments, championing service excellence and consistency.
This full-time position has an annual salary of $100,000.
Duties And Responsibilities
All your information will be kept confidential according to EEO guidelines.
The Guest Relations Manager is the guardian of the guest journey — ensuring every experience from pre-arrival to departure reflects the warmth, precision, and artistry of the Faena brand. This role leads the Guest Relations team in anticipating guest needs, managing VIP programs, and curating personalized experiences that turn moments into memories. The Guest Relations Manager acts as the central liaison between guests and all departments, championing service excellence and consistency.
This full-time position has an annual salary of $100,000.
Duties And Responsibilities
- Oversee all guest relations operations, ensuring exceptional service and seamless coordination across departments
- Manage all VIP, celebrity, and repeat guest programs, maintaining discretion and accuracy of preferences
- Lead pre-arrival communication and personalized itinerary creation for high-profile guests
- Conduct meet-and-greets for VIP and suite arrivals, ensuring thoughtful touches and immediate resolution of needs
- Monitor guest satisfaction scores and feedback channels, implementing action plans to enhance experience quality
- Supervise and mentor Guest Relations Agents and Butlers, fostering proactive communication and team cohesion
- Conduct daily pre-shift briefings, assigning guest assignments and reviewing arrivals and departures
- Coordinate with Front Office, Concierge, Housekeeping, and F&B to ensure all guest touchpoints are aligned
- Handle guest recovery situations with professionalism, empathy, and strategic follow-up
- Maintain accurate guest profiles, notes, and preferences in PMS and CRM systems
- Analyze guest trends and feedback to develop initiatives that drive loyalty and recognition
- Ensure compliance with brand standards and departmental SOPs
- Prepare daily VIP reports and communicate updates to executive leadership
- 3–5 years of luxury hotel guest relations or front office management experience
- Proven leadership skills with ability to inspire and motivate teams
- Deep knowledge of luxury service standards, guest psychology, and brand storytelling
- Proficiency in Opera PMS, Microsoft Office, and CRM systems
- Fluent in English; additional languages strongly preferred
- Elevated communication and emotional intelligence
- Strong organizational and problem-solving ability
- Refined presentation and interpersonal poise
- Capable of handling confidential information with discretion
- Creative, detail-driven, and adaptable to changing priorities
- Endure various physical movements throughout the work areas
- Ability to move safely in uneven terrain or in confined spaces
- Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift
- Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds
All your information will be kept confidential according to EEO guidelines.
Salary : $100,000
