Job Purpose

To lead and manage the Guest Relations function, ensuring a warm, consistent, and personalized guest experience throughout the stay. The Guest Relations Manager holds full accountability for shaping guest interaction tone, service recovery effectiveness, VIP handling, and proactive engagement.

The role plays a key part in building a service-oriented and emotionally intelligent team culture, fostering seasonal continuity and high service standards across all guest touchpoints.

Key Responsibilities

Guest Experience Leadership

• Oversee the full guest journey, ensuring every guest feels recognized, supported, and welcomed.
• Define and reinforce communication standards, service behaviors, and cultural hospitality expectations.
• Maintain presence in key guest areas during 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 and Reservations.
• Lead pre-arrival planning and welcome coordination for high-profile or strategic guests.

Service Recovery & Guest Feedback

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

Team Leadership & Seasonal Talent Continuity

• Recruit, train, and coach GR team members, fostering professionalism, genuine hospitality, and emotional intelligence.
• Promote a supportive and positive workplace culture that encourages seasonal return and retention.
• Conduct daily briefings, on-floor coaching, and post-incident debrief conversations.

Cross-Department Coordination

• Work closely with Front Office, Housekeeping, Food & Beverage, and operational leaders to support seamless guest service flow.
• Participate in Rooms Division leadership discussions and support service planning for occupancy peaks and special events.
• Ensure timely and accurate communication of guest needs, preferences, and follow-up details.

Accountability

• Full accountability for guest emotional experience, service personalization, and service recovery environment.
• Responsible for maintaining consistent guest communication tone and service culture across the resort.
• Ensures seamless collaboration across Rooms Division and all guest touchpoint teams.

Qualifications & Experience

• Proven experience as a Guest Relations Manager or similar role preferably in a 5* luxury hotel.
• Degree in Hospitality Management / Tourism.
• Computer Literacy and knowledge of Hospitality software (Opera, Fidelio).
• Fluency in English.
• Fluency in a second language (Russian, German, French).
• Knowledge of VIP service standards, loyalty programs, and guest engagement strategies.
• Strong communicative, interpersonal, managerial & problem-solving skills.

What we offer

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.