Guest Relations Manager

As Guest Relations Manager, you will be the face of our property’s guest experience, leading the Guest Relations and Concierge teams to deliver seamless, personalized, and heartfelt service throughout every stage of the guest journey. You’ll act as the key liaison between guests and departments, ensuring every interaction exceeds expectations and builds lasting relationships.

Key Responsibilities

• Oversee the full guest journey, from pre-arrival arrangements to post-departure follow-ups, ensuring a consistently exceptional experience.
• Personally welcome VIPs, repeat guests, and high-profile visitors; oversee their preferences, amenities, and special requests.
• Coordinate closely with Front Office, Housekeeping, F&B, Spa, and other departments to ensure smooth execution of guest experiences.
• Handle guest feedback, concerns, and complaints in a professional and empathetic manner, ensuring timely and effective service recovery.
• Supervise and coach Villa Host and Concierge team members to uphold service excellence and brand standards.
• Drive initiatives to enhance guest satisfaction scores (e.g., ReviewPro, TripAdvisor, LQA, Forbes).
• Maintain accurate guest profiles and recognition programs to ensure personalized service.
• Plan and execute special events and guest celebrations such as birthdays, anniversaries, honeymoons, and proposals.
• Collaborate with Marketing and Sales teams on loyalty programs and guest engagement strategies.
• Monitor guest reviews and implement continuous improvement strategies based on feedback trends.
• Ensure adherence to all company policies, safety standards, and local hospitality regulations.