Guest Relations Manager

About the role

The Guest Relations Manager leads the hotel’s Guest Relations team to ensure that Priority Club members, repeat guests and VIPs receive consistent, high‑quality service from arrival through departure. This role combines operational oversight, guest experience enhancement, and revenue‑driving initiatives within a luxury hospitality environment.

Key responsibilities

• Monitor and coach Guest Relations personnel to deliver personalized service to Priority Club members and VIP guests.
• Inspect VIP rooms before arrival and coordinate special amenities and requests.
• Maintain an accurate repeat‑guest history system and oversee Priority Club membership enrollment.
• Develop and manage guest telephone contact protocols and cost‑control measures.
• Organise and host Priority Club and VIP cocktail events to strengthen guest loyalty.
• Collaborate with Housekeeping, Food & Beverage and other departments to communicate arrival times, special requests and VIP set‑ups.
• Review and update VIP amenity standards based on guest feedback.
• Promote in‑house sales opportunities and ensure revenue targets are met.

Required profile

• Proven experience in guest relations, hospitality management or a similar guest‑focused role.
• Strong leadership and team‑development abilities.
• Excellent attention to detail and ability to manage multiple guest requests simultaneously.
• Customer‑service orientation with a focus on personalized recognition.

Required skills

• Knowledge of hotel loyalty programs and property management systems.
• Ability to analyse guest data and control departmental costs.
• Effective communication with internal departments and external guests.

What we offer

• Opportunity to lead a dedicated Guest Relations team in a prestigious hotel brand.
• Dynamic work environment focused on service excellence and guest satisfaction.