guest relations manager

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.

• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.

• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.

• Monitor guest satisfaction and provide feedback to management for service improvements.

• Supervise and support the Guest Relations team in daily operations.

• Provide coaching and guidance to team members to maintain service standards.

• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.

• Maintain guest records, preferences, and special requests in the hotel system.

• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.

• Support the Guest Relations Manager in audits, inspections, and quality control initiatives.

• Assist in planning and executing special events, VIP services, and guest recognition programs.

• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Your experience and skills include: (*required prior to start date)

• Two years supervisory/management experience in Front Office operations
• Cash/float handling experience
• Service focused personality is essential and previous leadership experience required
• Prior experience working with Opera or a related system
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and set the scene for high performance