Guest Relations Manager job description

Job brief

We are looking for a dynamic Guest Relations Manager to join our leadership team and define the standard for excellence in our property. You will play a critical role in shaping our guest journey, transforming feedback into operational improvements, and leading a team dedicated to providing bespoke hospitality service. This is an exciting opportunity for a hospitality expert to take ownership of the guest experience for a portfolio of high-value patrons. If you are passionate about service innovation and thrive in an environment that rewards detail-oriented leadership, we want to hear from you.

What is a Guest Relations Manager?

A Guest Relations Manager is a senior hospitality professional responsible for curating seamless, personalized experiences that elevate brand reputation and guest satisfaction. By leveraging Property Management Systems (PMS) like Opera or Suite8, a Guest Relations Manager monitors service delivery across all touchpoints, from check-in to post-stay feedback. They serve as the primary bridge between front-of-house operations and executive leadership, ensuring that every guest interaction aligns with luxury service standards and operational KPIs.

What does a Guest Relations Manager do?

A Guest Relations Manager spends their day monitoring daily arrival lists, coordinating personalized welcome amenities for VIPs, and proactively resolving complex guest complaints to prevent negative public reviews. They analyze data from platforms like Medallia or Revinate to generate actionable insights for department heads, facilitating daily stand-up meetings to align staff on upcoming occupancy shifts and event requirements. Beyond immediate service delivery, they audit operational workflows to ensure compliance with brand standards, safety protocols, and health department regulations across dining and accommodation areas.

Key responsibilities

• Manage daily VIP arrival protocols, ensuring personalized welcome amenities and room preferences are executed with flawless attention to detail.
• Analyze guest feedback trends using platforms like Medallia or Revinate to provide monthly service improvement reports to the executive leadership team.
• Lead daily briefings with Front Office, Housekeeping, and F&B teams to synchronize operational priorities for upcoming high-occupancy periods.
• Resolve high-level guest escalations promptly, employing de-escalation techniques to protect brand reputation and ensure long-term customer loyalty.
• Audit service delivery compliance against Forbes Travel Guide or brand-specific quality assurance standards across all guest-facing departments.
• Collaborate with the Sales and Events teams to oversee large-group arrivals, ensuring a seamless experience for corporate or wedding delegations.
• Maintain high operational standards by conducting regular floor walks and enforcing health, safety, and hygiene compliance protocols throughout the property.
• Develop and deliver continuous training programs for staff focused on luxury service delivery, interpersonal communication, and conflict resolution tactics.

Requirements and skills

• 3+ years of experience in luxury hotel management or a similar high-volume, premium hospitality guest relations capacity.
• Advanced proficiency in Property Management Systems (PMS) such as Oracle Opera, Cloudbeds, or Amadeus Hospitality solutions.
• Demonstrated ability to interpret data from Guest Experience Management (GEM) platforms to drive actionable operational improvements.
• Proven track record of managing high-stakes guest escalations while maintaining composure and protecting the hotel’s public reputation.
• Bachelor’s degree in Hospitality Management, Tourism, or Business Administration, or an equivalent combination of professional experience.
• Comprehensive knowledge of OSHA safety standards and local health department hygiene regulations applicable to hospitality and food service.
• Exceptional ability to bridge the gap between technical operational requirements and human-centric, empathetic guest service delivery.
• Certification in Hospitality Management (e.g., CHME or equivalent) or specialized guest service training is highly preferred.

FAQs