Guest Relations Manager (225-1001)

As a Guest Relations Manager, you will serve as the main point of contact for all our guests, ensuring that each individual feels welcomed and valued from the moment they arrive until their departure. You will be responsible for overseeing the guest services team to provide exceptional customer service and maintain our establishment’s high standards of hospitality. This role demands an individual who is highly organized, possesses excellent communication and interpersonal skills, and has a genuine passion for people. You will play a critical role in observing and understanding guests' needs, resolving any issues, and ensuring an overall positive and memorable experience for every guest. This position is ideal for a dynamic and adaptable individual keen to contribute to a high-performance team within a fast-paced, luxury hospitality environment.

Responsibilities

• Warmly greet and welcome guests upon arrival, ensuring they feel valued and important.
• Oversee guest services team to ensure consistently high standards in guest services.
• Address and resolve guest complaints or conflicts promptly and effectively.
• Coordinate with other departments to ensure smooth operation and seamless guest experience.
• Maintain updated knowledge of the hotel’s services and facilities to assist guests effectively.
• Ensure all guest interactions reflect a high standard of hospitality and professionalism.
• Collect and analyze guest feedback to identify areas for service improvement.
• Monitor and manage guest requests, preferences, and special requirements attentively.
• Conduct regular audits of guest service areas to ensure cleanliness and upkeep.
• Develop and maintain relationships with repeat guests and VIPs.
• Assist in training new staff members to adhere to the establishment’s service standards.
• Prepare and manage guest service reports for management review and operational planning.

Requirements

• Bachelor’s degree in Hospitality Management, Business, or a related field.
• Minimum of three years of experience in guest relations or hospitality management.
• Excellent verbal and written communication skills are essential.
• Strong leadership and team management skills with proven experience.
• Exceptional problem-solving skills and a track record of handling guest complaints.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to work under pressure in a fast-paced environment while maintaining composure.