GUEST RELATIONS MANAGER

Guest Relations Manager

As a Guest Relations Manager, you will oversee the daily operations of the Club Lounge and ensure the comfort, satisfaction, and overall well-being of all Club guests and VIPs. This role involves providing personalized hospitality, maintaining high service standards, and working closely with various departments to deliver a seamless guest experience.

Key Responsibilities:

· Ensure each guest receives a personalized, smooth, and memorable stay.

· Greet and welcome VIP guests upon arrival, overseeing their journey from check-in to check-out.

· Supervise housekeeping standards in the Club Lounge and guest corridors, ensuring cleanliness and presentation meet hotel standards; report and follow up on defects with the relevant departments.

· Handle guest inquiries, feedback, and concerns promptly and professionally.

· Collaborate with all departments to anticipate and fulfill guest needs efficiently.

· Maintain accurate records of guest profiles, preferences, and feedback for future visits.

· Lead, train, and mentor front office staff in delivering exceptional guest service.

· Oversee guest loyalty initiatives and develop strategies to enhance overall satisfaction and retention.

Qualifications:

· Diploma in Hotel Management or a related discipline.

· Minimum of 5 years of relevant experience in guest relations or front office roles within the hospitality industry.

· Strong leadership skills with a collaborative, team-oriented mindset.

· Exceptional communication and interpersonal skills.

· Excellent problem-solving abilities and strong attention to detail.

· Fluent in English; additional language proficiency is an asset.

· Ability to remain composed and professional in high-pressure situations.

· Proficient in hotel management and guest service software systems.