Guest Relations Manager

Reporting to: Room Division Manager

We are seeking a passionate and service-driven Guest Relations leader to elevate our Front Office operations. As a key member of the team, you will oversee the Guest Relations department, ensure world-class service delivery, and create memorable guest experiences.

Key Responsibilities:

• Lead, schedule, and mentor the Guest Relations team to meet Core and Service Culture standards.
• Handle VIP guests, special requests, and high-profile arrivals with personalized attention.
• Drive guest satisfaction through proactive service, intuitive recovery efforts, and timely response to feedback.
• Coordinate with Housekeeping, F&B, and other departments to ensure flawless guest journeys.
• Manage pre-arrival, in-stay, and post-stay processes to strengthen guest engagement and loyalty.
• Monitor and improve performance on platforms like TripAdvisor and other reputation management tools.
• Ensure compliance with brand standards and spearhead new service initiatives.
• Provide lobby presence and hands-on support during peak periods.
• Collaborate with Duty Managers to optimize room availability and upsell opportunities.
• Assist in forecasting, budgeting, and overall Front Office operations as needed.

Join us in redefining hospitality excellence. If you’re guest-focused, detail-oriented, and a natural leader, we’d love to hear from you!