Guest Relations Manager

• Lead and oversee Guest Relations operations to ensure a warm, personalized, and seamless guest experience.
• Welcome, meet, and build strong relationships with VIP, returning, and special occasion guests.
• Handle guest feedback, complaints, and service recovery professionally and effectively.
• Anticipate guest needs and proactively follow up on special requests, preferences, and arrangements.
• Work closely with Front Office, Concierge, F&B, Housekeeping, and other departments to ensure seamless guest service.
• Maintain and update guest profiles, preferences, and guest history in Opera and relevant systems.
• Develop and implement MASON Creator Services and guest experience initiatives that create memorable stays.
• Monitor guest satisfaction, online reviews, and feedback to identify opportunities for continuous improvement.
• Coach and support the Guest Relations team to maintain high service standards and professional guest engagement.
• Support VIP arrivals, special events, celebrations, and personalized guest experiences.
• Promote relevant hotel facilities and services while identifying appropriate upselling opportunities.
• Prepare guest feedback, incident, and service recovery reports and communicate key issues to management.

Qualifications: Bachelor’s degree in Hotel Management, Hospitality, Business Administration, or a related field. Minimum 3–5 years of experience in Guest Relations, Front Office, or Guest Experience, preferably in a 4–5 star hotel. Previous experience in a supervisory or managerial position is preferred. Excellent command of spoken and written English; additional languages are an advantage. Strong communication, interpersonal, and guest-handling skills. Excellent problem-solving and service recovery skills. Strong leadership skills with the ability to coach and motivate a team. Passionate about creating personalized and memorable guest experiences. Good knowledge of Opera PMS and hotel operations. Professional appearance, positive attitude, and confident personality. Proactive, detail-oriented, and able to work well under pressure. Able to work shifts, weekends, and public holidays.