The Guest Relations Manager is responsible for ensuring the highest levels of guest satisfaction by providing exceptional service throughout the guest experience. This role oversees all aspects of guest relations, handles guest feedback, manages VIP services, and coordinates with multiple departments to exceed guest expectations in a luxury resort setting.

Key Responsibilities:

• Greet and welcome all guests with warmth and professionalism, ensuring a memorable first impression.

• Develop and implement guest service initiatives to enhance the resort experience.

• Serve as the primary point of contact for guest complaints, resolving issues promptly and professionally.

• Monitor guest feedback via surveys, online reviews, and in-person interactions; analyze trends and report findings to senior management.

• Oversee VIP and repeat guest programs, ensuring personalized service and recognition.

• Coordinate with FO, housekeeping, food & beverage, concierge, and other departments to ensure seamless guest experiences.

• Conduct regular guest satisfaction audits and implement action plans for service improvements.

• Train, mentor, and supervise guest relations staff to uphold service excellence standards.

• Organize and participate in guest activities, events, and special occasions as needed.

• Ensure all guest relations operations comply with the resort’s policies, brand standards, and legal regulations.

Requirements:

• Proven experience (2+ years) in guest relations, front office, or hospitality management, preferably in a luxury or resort environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Fluent in English; additional languages are a plus.
• Professional appearance and demeanor.
• Ability to work flexible hours, including weekends and holidays.

• Full-time position, full year