Guest Relations Manager

About the role

The Guest Relations Manager leads the Guest Relations team at Rixos Hotels Ras Al Khaimah, ensuring a seamless and memorable experience for all guests, with a special focus on VIP clientele. Reporting to senior hotel management, the role combines operational oversight with personalized service delivery from arrival through departure.

Key responsibilities

• Supervise Guest Relation Supervisors, Agents and Lobby Hostesses, coordinating daily front‑office activities.
• Act as the primary point of contact for guest special requests, VIP arrangements and service recovery cases.
• Manage the full guest journey, including welcome, departure, feedback collection and local attraction guidance.
• Oversee à la carte restaurant reservations handled by the Guest Relations team.
• Analyse complaints and service‑recovery reports, implement corrective actions and present findings in management meetings.
• Collaborate with other departments to maintain high satisfaction scores and uphold brand standards.

Required profile

• Minimum five years of experience in guest relations, front office or similar hospitality functions, preferably in a luxury hotel environment.
• Proven leadership experience managing a team of guest‑facing staff.
• Strong communication skills and ability to handle high‑pressure situations with discretion.
• Fluency in English; additional languages are a plus.

Required skills