Guest Relations Manager

Role & responsibilities

• Ensure Exceptional Guest Experience

  Oversee the entire guest journey and ensure service standards are consistently met.

• Handle Guest Complaints & Feedback

  Resolve complaints promptly, empathetically, and document feedback for improvement.

• Manage VIP & Special Guests

  Personally attend to VIPs, repeat guests, and special occasions (birthdays, anniversaries, honeymoons).

• Coordinate with Departments

  Liaise with Front Office, Housekeeping, F&B, Spa, and Security for seamless guest service.

• Train & Guide Guest Relations Team

  Coach staff on service etiquette, communication, and problem resolution.

• Monitor Service Quality & Standards

  Conduct service audits, lobby presence, and ensure SOP adherence.

• Guest Engagement & Personalization

  Track guest preferences and ensure personalized experiences during stay.

• Handle Online Reviews & Guest Feedback Systems

  Monitor reviews, prepare reports, and suggest corrective actions.

• Crisis & Emergency Handling

  Act as a point of contact during service failures, medical emergencies, or escalations.

• Reporting & Management Updates

  Prepare daily guest feedback reports and highlight key service issues to management.

Preferred candidate profile

• Education

  Graduate or Diploma in Hotel Management / Hospitality Management.

• Experience

  47 years of relevant experience in Guest Relations / Front Office in a reputed hotel or resort.

• Service Mindset

  Strong passion for guest service with a warm, professional, and approachable personality.

• Communication Skills

  Excellent spoken and written English; knowledge of additional languages is an advantage.

• Problem-Solving Ability

  Proven capability to handle guest complaints, escalations, and service recovery independently.

• Leadership Exposure

  Experience in leading or mentoring a guest relations or front office team.

• Guest Handling Expertise

  Experience managing VIPs, corporate guests, long-stay guests, and special occasions.

• System Knowledge

  Familiarity with PMS (Opera / IDS / similar), guest feedback systems, and MS Office.

• Professional Appearance & Etiquette

  Well-groomed with strong hospitality etiquette and cultural sensitivity.

• Flexibility & Availability

  Willingness to work in shifts, weekends, holidays, and handle on-call responsibilities.