Guest Relations Manager

About the role

The Guest Relations Manager will lead daily Guest Relations and Fairmont Gold Lounge operations at Fairmont The Palm, ensuring seamless experiences for all guests from pre‑arrival through post‑departure. This role focuses on VIP, Fairmont Gold, ALL members and repeat guest recognition, maintaining the highest brand standards.

Key responsibilities

• Lead daily Guest Relations and Fairmont Gold Lounge operations, monitoring presentation, food & beverage offerings, cleanliness and ambience.
• Oversee VIP, Fairmont Gold, ALL members and repeat guest recognition, handling arrivals, departures and special occasions.
• Coordinate personalized amenities, welcome letters and special occasion services.
• Drive guest recovery initiatives, personally handling complex concerns and ensuring timely follow‑up.
• Conduct root‑cause analysis of recurring complaints and implement corrective actions.
• Monitor LQA, TrustYou and guest satisfaction metrics, sharing action plans with department heads.
• Perform daily inspections of lobby, public areas and Fairmont Gold lounge.
• Coach and develop Guest Relations and Fairmont Gold teams through briefings and one‑to‑one sessions.
• Support recruitment, onboarding, training, performance management and succession planning.
• Maintain accurate guest profiles in Opera Cloud and manage ALICE/Royal Service guest requests.
• Collaborate closely with Front Office, Housekeeping, Engineering, Concierge, Security and Food & Beverage teams.

Required profile

• Minimum of 2 years (24 months) experience in guest relations or hospitality management.
• Demonstrated ability to manage VIP and repeat guest recognition programs.
• Strong leadership and coaching capabilities for a service‑focused team.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Opera Cloud Property Management System
• Windows operating environment