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.

Desired Candidate Profile

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