About this role

We are looking for "Guest Relations Manager" with the qualifications below:

- Minimum 3 years of previous experience in Guest Relations, Front Office, or a similar hospitality management position.

- Excellent communication and interpersonal skills.

- Strong problem-solving and complaint-handling abilities.

- Professional appearance and a genuine passion for hospitality.

- Excellent organizational skills and attention to detail.

- Ability to remain calm and professional under pressure.

- Strong leadership and team-management skills.

- Fluency in English; additional languages are an advantage.

- Experience with hotel PMS systems is must.

Job Description

- Manage pre-arrival arrangements for VIP and special-segment guests, ensuring preferences and expectations are accurately recorded and communicated.

- Provide personalized welcomes and farewells, maintain regular guest contact, and ensure a high level of guest satisfaction throughout their stay.

- Coordinate guest requests, complaints and service recovery processes with relevant departments to ensure timely and effective resolution.

- Conduct VIP room inspections and work closely with Housekeeping, Engineering and Front Office to ensure brand and service standards are met.

- Maintain a visible presence in key guest areas, proactively engage with guests, collect feedback and identify opportunities to improve the guest experience.

- Monitor and respond to guest reviews across OTA platforms, including Booking.com, Expedia and Tripadvisor, supporting improvements in guest satisfaction and online ratings.

- Train, guide and supervise the Guest Relations team, including shift planning, performance follow-up and effective handovers.

- Coordinate room blocking, upgrades, guest amenities and special arrangements, and perform Manager on Duty responsibilities when required.

- Prepare guest feedback and activity reports, support event operations, and ensure compliance with Health & Safety and sustainability standards.