Guest Relations Manager
Core
Lead the guest relations department at a luxury resort to oversee all guest interactions, ensure premium service delivery, and create memorable experiences for discerning clientele.
Role type
Senior IC Guest Relations Manager (Head of Department)
Builds
Personalized guest experiences and service recovery initiatives for VIPs and high-profile clientele
Domain
Luxury hospitality / Resort management
Deliverable
physical/clinical work
Required skills
Team leadership and mentorship, Guest profiling and personalization, Service recovery and complaint handling, Interdepartmental coordination, VIP and special guest management, Quality assurance and standards enforcement
Preferred skills
PMS/CRM system proficiency, Luxury hospitality standards knowledge, Data analysis for guest feedback
Responsibilities
Lead, supervise, and develop the guest relations team; Personally host and engage with guests to ensure warm, personalized experiences; Monitor and analyze guest feedback, online reviews, and satisfaction surveys; Coordinate VIP arrangements and special guest arrivals; Handle guest complaints and lead service recovery initiatives; Ensure compliance with luxury service standards through audits and training
Seniority
Senior, hands-on IC with management responsibilities