Guest Relations Manager

Guest Relations Manager

We are currently recruiting for a Guest Relations Manager for our client. In this position you will be responsible for ensuring guests receive exceptional service throughout their experience, handling feedback and complaints, and leading guest service initiatives to enhance satisfaction and loyalty. We are looking for a passionate hospitality professional, that has excellent attention to detail and is passionate about delivering and excellent standard of service.

Key Responsibilities
Welcome guests and provide personalized service throughout their stay.
Build positive relationships with guests to encourage repeat business.
Manage guest feedback, complaints, and service recovery professionally.
Coordinate VIP arrivals, special requests, and guest recognition programs.
Monitor guest satisfaction scores and implement improvement initiatives.
Collaborate with housekeeping, food and beverage, maintenance, and front office teams to ensure seamless guest experiences.
Train and mentor guest relations and front office staff on customer service standards.
Ensure compliance with hotel policies, brand standards, and health and safety procedures.
Prepare guest experience reports and recommend service enhancements.
Handle emergency situations involving guests in a calm and professional manner.
Promote hotel facilities, services, and local attractions.
Maintain accurate guest records and confidentiality.
Qualifications
Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field.
Previous experience in hospitality, guest services, or front office operations.
Supervisory or management experience preferred.
3–5 years of experience in hospitality or customer service.
Experience in luxury hotels or resorts is an advantage.
Proven experience in resolving guest complaints and delivering exceptional customer service.
Skills & Competencies
Excellent communication and interpersonal skills.
Strong customer service orientation.
Leadership and team management abilities.
Conflict resolution and problem-solving skills.
Professional appearance and demeanor.
Strong organizational and time management skills.
Cultural awareness and sensitivity.
Computer literacy, including hotel property management systems and Microsoft Office.
Fluent in English; additional languages are an advantage.