Guest Relations Manager

ResponsibilitiesWelcome guests and ensure a warm, professional, and personalized experienceHandle guest complaints, concerns, and special requests promptly and effectivelyMonitor guest satisfaction through feedback, surveys, and direct interactionProvide information about facilities, services and local attractionsCoordinate with housekeeping, front office, maintenance, and other departments to resolve guest issuesDevelop and maintain strong relationships with VIP and repeat guestsEnsure all guest service standards and hospitality protocols are consistently followedTrain and mentor guest relations staff to deliver exceptional customer serviceMaintain accurate guest records and preferences in the property management systemOrganize special occasions, guest recognition programs, and VIP arrangementsMonitor online reviews and work with management to improve guest satisfaction ratingsPrepare reports on guest feedback, complaints, service recovery, and operational performanceEnsure compliance with company policies, health and safety regulations, and quality standardsQualificationsBachelor's degree in Hospitality Management, Business Administration, or a related fieldMinimum 5–7 years of experience in guest relations, front office, or customer service within the hospitality industryExcellent verbal and written communication skillsStrong problem-solving and conflict resolution abilitiesCustomer-focused with exceptional interpersonal skillsAbility to work under pressure and manage multiple prioritiesProficiency in Microsoft Office and property management systemsFluency in English; additional languages are an advantage