Guest Relations Manager

Guest Relations Manager is a key leadership position responsible for directing the Guest Relations department and strategically managing the overall guest experience to maximize satisfaction, loyalty, and positive reputation. This role oversees all personalized service programs, VIP handling, and service recovery initiatives.

Responsibilities

1. Strategic Oversight:

   Develop, implement, and monitor service standards and procedures for guest interaction, ensuring every touchpoint delivers exceptional, personalized service aligned with brand values.

2. VIP & Loyalty Management:

   Take ownership of the entire

   VIP and loyalty member journey

   , overseeing pre-arrival planning, personalized check-in/check-out, amenity delivery, and maintaining detailed guest preference profiles.

3. Team Leadership:

   Lead, mentor, schedule, and evaluate the performance of all Guest Relations and Concierge Associates. Conduct regular training to enhance communication, emotional intelligence, and service recovery skills.

4. Service Recovery & Feedback:

   Act as the final point of escalation for all

   complex guest complaints and service failures

   . Execute prompt, effective, and empathetic

   service recovery

   strategies.

5. Reputation Management:

   Actively monitor and analyze guest feedback channels (surveys, social media, online review platforms). Generate actionable reports for the Executive Committee and implement corrective measures to improve scores.

6. Inter-Departmental Coordination:

   Maintain high-level communication and collaboration with the Front Office, Sales, and Housekeeping Managers to ensure coordinated service and seamless fulfillment of guest needs.

7. Budget Control:

   Assist in managing the departmental budget, controlling expenditure on guest amenities, collateral, and recognition programs.