Guest Relations Manager

Job title : Guest Relations Manager

Summary

• We are looking for a passionate, service-oriented, and experienced Guest Relations Manager to create exceptional guest experiences and ensure the highest standards of hospitality.
• The successful candidate will be responsible for building strong relationships with guests, resolving concerns promptly, and enhancing overall guest satisfaction.

Key Responsibilities

• Welcome and engage with guests to ensure they enjoy a memorable stay.
• Address guest inquiries, requests, feedback, and complaints professionally and efficiently.
• Ensure prompt resolution of guest issues while maintaining high service standards.
• Monitor guest satisfaction and implement initiatives to improve the overall guest experience.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Maintenance, and other departments to meet guest needs.
• Manage VIP arrivals and special guest requests.
• Conduct regular follow-ups with guests to ensure satisfaction throughout their stay.
• Maintain accurate guest records and prepare guest relations reports.
• Train and guide staff on customer service excellence and hospitality standards.
• Ensure compliance with the resort's guest service policies and procedures.

Requirements

• Bachelor's Degree or HND in Hospitality Management, Business Administration, or a related field.
• Minimum of 3 years' experience in Guest Relations, Front Office, or Customer Service within a hotel or resort.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Professional appearance with a warm and welcoming personality.
• Strong organizational and leadership skills.
• Proficiency in Microsoft Office and hotel management software.
• Ability to work flexible shifts, including weekends and public holidays.

What We Offer

• Career growth and professional development opportunities.
• A supportive and dynamic work environment.
• Staff benefits in accordance with the resort's policies.