Guest Relations Manager

Position Title:

Department:

Job Summary

The Guest Relations Manager ensures exceptional guest experiences by overseeing customer interactions, resolving issues, and maintaining high service standards. This role works closely with all departments to create a welcoming, efficient, and memorable environment for guests.

Key Responsibilities

• Greet, welcome, and engage with guests to ensure a positive experience.
  
• Handle guest complaints, requests, and inquiries promptly and professionally.
  
• Supervise and train front office or guest-facing staff.
  
• Monitor service quality and implement improvements when needed.
  
• Coordinate with housekeeping, food & beverage, and other departments to meet guest expectations.
  
• Manage VIP or special guest arrivals, amenities, and follow-ups.
  
• Oversee guest feedback channels and prepare performance reports.
  
• Ensure compliance with company policies, safety standards, and service protocols.
  
• Assist in creating guest engagement initiatives and loyalty programs.
  

Qualifications

• Bachelors degree in any stream
  
• Strong communication, leadership, and problem-solving skills.
  
• Ability to handle stressful situations calmly and professionally.