This job posting has expired
Expired on March 27, 2026
Guest Relations Manager
Job Description
Ensure a seamless and exceptional guest experience for all guests, particularly VIPs, from arrival to departure. Manage all guest relations operations, addressing guest concerns and coordinating with departments to deliver personalized service that exceeds expectations. Oversee Front Office guest-facing areas.
Responsibilities
- Oversee the full guest journey including welcome, farewell, and feedback
- Manage guest experience initiatives and city information services
- Handle escalated guest complaints and service recovery
- Coordinate special services and amenities for VIP guests
- Manage Guest Relations staffing, scheduling, and training
- Conduct shift briefings and performance evaluations
- Collect and analyze guest feedback metrics
- Ensure guest reviews on social media are responded to within 24 hours
Qualifications
- Diploma or Degree in Hospitality or a related field
- Minimum 5–7 years of experience in a luxury 5-star hotel environment
- Strong multilingual communication skills (English required; German, Russian, Arabic an advantage)
- Strong background in Guest Relations and Front Office operations
- Proven leadership and guest engagement skills
- Commitment to upholding brand standards