Guest Relations Manager

Job Description:

We are looking for a friendly, professional and service-oriented Guest Relations Manager to oversee guest satisfaction and ensure a high standard of customer service.

Key Responsibilities:

Manage and oversee daily guest relations and customer service operations. Welcome and assist guests, ensuring they receive a warm and professional experience. Handle guest enquiries, feedback, requests and complaints promptly and professionally. Build and maintain positive relationships with guests and encourage repeat visits. Coordinate with service, operations and other departments to ensure smooth guest experiences. Monitor guest satisfaction and identify areas for service improvement. Handle special requests, VIP guests and special occasions when required. Assist in resolving service issues and follow up with guests where necessary. Train, guide and motivate staff on proper guest service standards and procedures. Monitor service standards and ensure staff maintain professional conduct at all times. Prepare and maintain guest-related records, reports and feedback. Assist with reservations, bookings and event arrangements when required. Support the team during busy periods, special events and peak operating hours. Ensure the guest reception and service areas are properly maintained and presentable. Perform ad hoc duties and other tasks as assigned by management. Carry out any other duties and responsibilities reasonably related to the position as required by the company.

Requirements:

Minimum 2–3 years of experience in guest relations, hospitality, customer service or a related field. Good communication and interpersonal skills. Pleasant, confident and professional personality. Able to handle difficult situations and resolve guest concerns effectively. Strong customer service and problem-solving skills. Able to work independently as well as in a team. Good organisational and time-management skills. Able to work in a fast-paced environment and handle multiple tasks. Willing to perform ad hoc duties and support operational needs when required.