Guest Relations Manager

About the role

We are looking for a proactive Guest Relations Manager to ensure seamless check‑in and check‑out experiences and to handle guest inquiries, requests and complaints with professionalism. The role focuses on enhancing guest satisfaction and building loyalty among VIPs and regular guests.

Key responsibilities

• Welcome guests and manage smooth check‑in/check‑out processes.
• Respond to guest inquiries, requests and complaints, ensuring timely resolution.
• Engage proactively with VIPs, repeat guests and special groups to boost satisfaction and loyalty.
• Monitor guest satisfaction, collect feedback and relay it to management for service improvements.
• Supervise and coach the Guest Relations team, maintaining high service standards.
• Coordinate with Front Office, Concierge, Housekeeping and other departments to deliver seamless experiences.
• Maintain guest records, preferences and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans and guest recognition programmes.

Required profile

• Minimum 3–5 years of experience in Guest Relations or Front Office operations within a 4‑ or 5‑star hotel.
• Strong interpersonal, communication and problem‑solving abilities.
• Excellent command of English; additional languages are a plus.
• Ability to handle difficult situations with professionalism and discretion.