Job Title: Guest Relations Manager

Department: Front Office / Guest Services
Reports To: Front Office Manager / Hotel Manager

Job Summary:

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest relations. This role involves handling guest inquiries, resolving issues efficiently, overseeing VIP guest services, and maintaining high standards of customer service. The Guest Relations Manager acts as a liaison between guests and hotel departments to ensure seamless service delivery.

Key Responsibilities:

• Greet guests upon arrival and ensure a smooth check-in/check-out process.

• Address and resolve guest complaints or concerns promptly and professionally.

• Coordinate VIP arrivals, special requests, and amenities.

• Monitor guest satisfaction and implement service improvements where necessary.

• Maintain up-to-date knowledge of hotel services, promotions, and local attractions.

• Supervise and train guest relations team members to uphold hospitality standards.

• Develop and maintain relationships with repeat guests to encourage loyalty.

• Prepare guest feedback reports and suggest enhancements to senior management.

• Collaborate with housekeeping, F&B, and other departments to ensure guest expectations are met.

• Maintain accurate guest records and preferences in the system (e.g., Opera, PMS).

Qualifications:

• Bachelors degree in Hospitality Management or a related field preferred.

• 8-10 years of experience in guest relations or front office in a luxury hotel setting.

• Strong interpersonal and communication skills.

• Excellent problem-solving and conflict-resolution abilities.

• Proficiency in property management systems (PMS) and Microsoft Office.

• Multilingual ability is a plus.

• Exceptional grooming and professional appearance.

Working Conditions:

• Shift-based work, including weekends and holidays.

• May involve standing for long periods and interacting frequently with guests.
• Fast-paced, guest-facing environment requiring discretion and diplomacy.