Job Purpose
To lead and manage the
Guest Relations function, ensuring a warm, consistent, and personalized guest
experience throughout the stay. The Guest Relations Manager holds full
accountability for shaping guest interaction tone, service recovery
effectiveness, VIP handling, and proactive engagement.
The role plays a key
part in building a service-oriented and emotionally intelligent team culture,
fostering seasonal continuity and high service standards across all guest
touchpoints.
Key Responsibilities
Guest Experience Leadership
- Oversee the full guest journey,
ensuring every guest feels recognized, supported, and welcomed.
- Define and reinforce communication
standards, service behaviors, and cultural hospitality expectations.
- Maintain presence in key guest areas
during arrival, peak service periods, and special moments.
Personalization, VIP Handling & Engagement
- Ensure VIP guests, loyalty members,
repeat guests, and special occasions receive tailored service experiences.
- Maintain accurate guest profiles,
preferences, and recognition protocols in coordination with FO and
Reservations.
- Lead pre-arrival planning and welcome
coordination for high-profile or strategic guests.
Service Recovery & Guest Feedback
- Lead service recovery efforts for
escalated issues with empathy, follow-up, and resolution tracking.
- Monitor guest feedback sources
(surveys, direct comments, online reputation platforms) and identify
improvement trends.
- Implement corrective actions and
follow through to prevent issue recurrence.
Team Leadership & Seasonal Talent Continuity
- Recruit, train, and coach GR team
members, fostering professionalism, genuine hospitality, and emotional
intelligence.
- Promote a supportive and positive
workplace culture that encourages seasonal return and retention.
- Conduct daily briefings, on-floor
coaching, and post-incident debrief conversations.
Cross-Department Coordination
- Work closely with Front Office,
Housekeeping, Food & Beverage, and operational leaders to support seamless
guest service flow.
- Participate in Rooms Division
leadership discussions and support service planning for occupancy peaks and
special events.
- Ensure timely and accurate
communication of guest needs, preferences, and follow-up details.
Accountability
- Full accountability for guest
emotional experience, service personalization, and service recovery
environment.
- Responsible for maintaining
consistent guest communication tone and service culture across the resort.
- Ensures seamless collaboration across
Rooms Division and all guest touchpoint teams.