What is the job?
The Guest Relations Manager is responsible for creating memorable guest experiences by ensuring personalized service, proactive engagement, and effective handling of guest feedback. This role acts as the primary ambassador for guest satisfaction, ensuring brand standards are upheld while building strong relationships with guests throughout their stay.
Your day to day
People
•Manage day-to-day staffing needs of the Guest Relations team
•Plan schedules, assign duties, and set performance and development goals
•Coach, mentor, and motivate colleagues to deliver exceptional and personalized service
•Ensure team members are trained on service standards, guest engagement, systems, and security
•Conduct performance reviews and provide continuous feedback
•Ensure compliance with company policies, labour laws, and safety regulations
Guest Experience •Personally welcome VIPs, repeat guests, and Club-level guests where applicable
•Build meaningful relationships with guests to understand preferences and expectations
•Handle guest complaints and service recovery proactively and professionally
•Monitor guest feedback, online reviews, and satisfaction scores to drive improvement
•Coordinate special arrangements, amenities, and personalized experiences
•Ensure consistent service quality across all guest touchpoints
Operational Responsibilities •Liaise with Front Office, Housekeeping, F& B, Engineering, and other departments to ensure seamless guest experiences
•Maintain accurate guest profiles, preferences, and service recovery records
•Ensure guest information is handled with confidentiality and care
•Support Front Office operations during peak periods as required
•Conduct routine inspections of public areas and guest floors Responsible Business •Ensure compliance with data protection, privacy, and security standards
•Support emergency preparedness and act as Manager on Duty when required
•Ensure all guest interactions reflect brand and service standards
•Perform other duties as assigned to support hotel operations
Accountability •This role is accountable for guest satisfaction, service recovery effectiveness, and the overall quality of guest interactions. The Guest Relations Manager typically supervises Guest Relations Executives and works closely with Rooms Division leadership.
Please see the job description for required or recommended skills.
Please see the job description for benefits.