Guest Relations Manager

Job Purpose

To lead and manage theGuest Relations function, ensuring a warm, consistent, and personalized guestexperience throughout the stay. The Guest Relations Manager holds fullaccountability for shaping guest interaction tone, service recoveryeffectiveness, VIP handling, and proactive engagement.

The role plays a keypart in building a service-oriented and emotionally intelligent team culture,fostering seasonal continuity and high service standards across all guesttouchpoints.

Key Responsibilities

Guest Experience Leadership

• Oversee the full guest journey,ensuring every guest feels recognized, supported, and welcomed.
• Define and reinforce communicationstandards, service behaviors, and cultural hospitality expectations.
• Maintain presence in key guest areasduring arrival, peak service periods, and special moments.

Personalization, VIP Handling & Engagement

• Ensure VIP guests, loyalty members,repeat guests, and special occasions receive tailored service experiences.
• Maintain accurate guest profiles,preferences, and recognition protocols in coordination with FO andReservations.
• Lead pre-arrival planning and welcomecoordination for high-profile or strategic guests.

Service Recovery & Guest Feedback

• Lead service recovery efforts forescalated issues with empathy, follow-up, and resolution tracking.
• Monitor guest feedback sources(surveys, direct comments, online reputation platforms) and identifyimprovement trends.
• Implement corrective actions andfollow through to prevent issue recurrence.

Team Leadership & Seasonal Talent Continuity

• Recruit, train, and coach GR teammembers, fostering professionalism, genuine hospitality, and emotionalintelligence.
• Promote a supportive and positiveworkplace culture that encourages seasonal return and retention.
• Conduct daily briefings, on-floorcoaching, and post-incident debrief conversations.

Cross-Department Coordination

• Work closely with Front Office,Housekeeping, Food & Beverage, and operational leaders to support seamlessguest service flow.
• Participate in Rooms Divisionleadership discussions and support service planning for occupancy peaks andspecial events.
• Ensure timely and accuratecommunication of guest needs, preferences, and follow-up details.

Accountability

• Full accountability for guestemotional experience, service personalization, and service recoveryenvironment.
• Responsible for maintainingconsistent guest communication tone and service culture across the resort.
• Ensures seamless collaboration acrossRooms Division and all guest touchpoint teams.

Απαραίτητα Προσόντα:

• Proven experience asa Guest Relations Manager or similar role preferably in a 5* luxury hotel.
• Degree inHospitality Management / Tourism.
• ComputerLiteracy and knowledge of Hospitality software (Opera, Fidelio).
• Fluency inEnglish.
• Fluency in asecond language (Russian, German, French).
• Knowledge ofVIP service standards, loyalty programs, and guest engagement strategies.
• Strongcommunicative, interpersonal, managerial & problem-solving skills.

Παροχές:

Team: Becoming a member of an organization that cares about its people, the environment, and the local communities

Grow: Have room to grow and develop via numerous opportunities for learning, professional development, and career advancement

Care: Competitive remuneration package, Accommodation & daily transportation, Full board meals, Departmental training