Job Description

Guest Relations Manager

Are you passionate about creating exceptional guest journeys and leading service excellence? We are looking for a Guest Relations Manager who will champion personalized service, manage guest feedback, and lead the Guest Relations team to consistently exceed guest expectations.

A little taste of your day-to-day:

Every day is different, but you’ll mostly be:

• Leading and managing Guest Relations operations to ensure outstanding guest experiences.
• Personally welcoming VIPs, repeat guests, and special attention guests.
• Handling guest feedback, complaints, and service recovery with professionalism and empathy.
• Monitoring guest satisfaction scores, reviews, and feedback platforms, and driving improvement actions.
• Coordinating closely with Front Office, Club Floor, Housekeeping, F&B, and other departments.
• Managing guest preferences, profiles, and loyalty recognition in the system.
• Coaching, mentoring, and developing the Guest Relations team.
• Preparing reports on guest feedback, trends, and service quality for management review.
• Ensuring compliance with brand standards, SOPs, and service excellence guidelines.
• Acting as a brand ambassador, representing the hotel with confidence and warmth.

What we need from you:

• Proven experience as a Guest Relations Manager, Assistant Guest Relations Manager, or similar role, preferably in a 4- or 5-star hotel.
• Strong leadership, interpersonal, and problem-solving skills.
• Exceptional guest-handling and service recovery abilities.
• Excellent communication skills with fluency in English; Arabic and additional languages will be an advantage
• High standards of grooming, professionalism, and attention to detail.
• Strong knowledge of guest satisfaction platforms and hotel PMS systems.
• Ability to work in a fast-paced, guest-focused environment.
• Flexibility to work shifts, weekends, and public holidays.
• Hospitality or hotel management qualifications will be an advantage.

At IHG®, we believe memorable stays are built on meaningful connections. Join our Front Office leadership team and help deliver True Hospitality by turning every guest interaction into a positive, lasting impression.