Guest Relation Manager
Core
Personalize and retain clients, specifically VIPs, while ensuring service quality and handling complaints at a luxury hotel.
Role type
Guest Relations Specialist
Builds
Personalized guest experiences and service recovery
Domain
Luxury hospitality
Deliverable
client delivery
Required skills
VIP relationship management, complaint resolution, hotel operations knowledge, Mandarin (fluent), English (fluent), PMS (OPERA)
Preferred skills
Mandarin (fluent), English (fluent), PMS (OPERA), another language
Responsibilities
Manage VIP guest requests and preferences, oversee guest check-in and check-out, handle guest complaints and service recovery, monitor guest satisfaction metrics, conduct hotel tours for prospective guests.
Seniority
Mid-level, hands-on IC
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