Job Summary The Guest Relations Manager is responsible for ensuring guests receive exceptional service throughout their stay This role serves as the main point of contact for VIPs and all guest-related queries complaints and special requests The Guest Relations Manager plays a critical role in enhancing the guest experience increasing satisfaction and ensuring loyalty to the hotel s brand and service standards Key Responsibilities Guest Experience Service Welcome guests upon arrival and ensure a smooth check-in and check-out process Serve as the primary point of contact for guest inquiries complaints and special requests Manage VIP guests groups and long-stay clients with personalized attention and service Operational Support Coordinate with all departments Housekeeping F B Front Office Maintenance to ensure guest needs are met promptly Monitor daily arrivals and departures to identify special attention needs Oversee the preparation of welcome amenities room arrangements and personalized touches Issue Resolution Handle and resolve guest complaints effectively and professionally escalating to higher management when necessary Follow up on guest feedback to ensure complete satisfaction Feedback Relationship Management Collect and analyze guest feedback through surveys reviews and personal interactions Maintain strong guest relationships to drive repeat business and referrals Work with the marketing team to manage guest loyalty programs and post-stay communication Training Team Collaboration Train front office and guest services staff on hospitality best practices and brand standards Foster a culture of hospitality and service excellence across the team Requirements Education Experience Bachelor s degree in Hospitality Management or a related field preferred 3 years of experience in front office or guest services roles with at least 1 year in a supervisory or managerial capacity Experience in luxury or upscale hotel environments is an advantage Skills Competencies Excellent interpersonal and communication skills Strong problem-solving and conflict-resolution abilities Fluency in English additional languages are a plus Proficient in PMS systems e g Opera Cloudbeds RoomKey etc High level of emotional intelligence patience and a guest-first mindset Other Requirements Skilled appearance and demeanor Flexible schedule including weekends holidays and evenings as needed Job Type Full-time Pay 30 000 00 - 45 000 00 per month Benefits Food provided Schedule Day shift Morning shift Rotational shift Supplemental Pay Performance bonus Yearly bonus Work Location In person