Guest Relations Manager

About the role

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.
• Prepare and maintain guest‑related records, reports and feedback.

Required profile

• 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.
• Ability to work independently as well as in a team.
• Good organisational and time‑management skills.
• Willingness to perform ad‑hoc duties and support operational needs.