Job Description

We are looking for "Guest Relations Manager" with the qualifications below:

• Minimum 3 years of previous experience in Guest Relations, Front Office, or a similar hospitality management position.
• Excellent communication and interpersonal skills.
• Strong problem-solving and complaint-handling abilities.
• Professional appearance and a genuine passion for hospitality.
• Excellent organizational skills and attention to detail.
• Ability to remain calm and professional under pressure.
• Strong leadership and team-management skills.
• Fluency in English; additional languages are an advantage.
• Experience with hotel PMS systems is must.

Job Description

• Manage pre-arrival arrangements for VIP and special-segment guests, ensuring preferences and expectations are accurately recorded and communicated.
• Provide personalized welcomes and farewells, maintain regular guest contact, and ensure a high level of guest satisfaction throughout their stay.
• Coordinate guest requests, complaints and service recovery processes with relevant departments to ensure timely and effective resolution.
• Conduct VIP room inspections and work closely with Housekeeping, Engineering and Front Office to ensure brand and service standards are met.
• Maintain a visible presence in key guest areas, proactively engage with guests, collect feedback and identify opportunities to improve the guest experience.
• Monitor and respond to guest reviews across OTA platforms, including Booking.com, Expedia and Tripadvisor, supporting improvements in guest satisfaction and online ratings.
• Train, guide and supervise the Guest Relations team, including shift planning, performance follow-up and effective handovers.
• Coordinate room blocking, upgrades, guest amenities and special arrangements, and perform Manager on Duty responsibilities when required.
• Prepare guest feedback and activity reports, support event operations, and ensure compliance with Health & Safety and sustainability standards.