Guest Relations Manager

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Under the general guidance of the Director of Front Office, the Guest Relations Manager is responsible for overseeing all Guest Experience functions, including managing Guest Service & Guest Relations Agents, Concierge, and VIP services. This role ensures the highest levels of hospitality and service by managing guest interactions, addressing inquiries, and resolving service issues promptly. Serving as a key representative of hotel management, the Guest Relations Manager proactively enhances the guest journey from pre-arrival to departure and collaborates closely with all hotel departments to maintain service standards that exceed brand expectations and drive overall guest satisfaction.

• Manage day-to-day operations to consistently deliver quality service that meets or exceeds customer expectations.
• Provide exceptional guest services that enhance satisfaction and encourage guest loyalty and retention.
• Identify and address guest needs by communicating effectively, offering guidance, and providing constructive feedback and coaching to team members.