Guest Relation Manager

Job Description

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest services and relations. This role involves handling guest inquiries, resolving complaints, coordinating special requests, and maintaining high standards of hospitality to enhance customer satisfaction and loyalty. The Guest Relations Manager will be reporting directly to the Assistant Front Office Manager and the Rooms Division Manager handling groups of Guest Relations team members to achieve all below objectives.

Key Objectives

1. Significantly Improve Booking.com Score

Booking.com scores strongly influence our visibility, ranking, and revenue. A dedicated Guest Relations Team will:

• Manage all Booking.com pre-arrival communication, ensuring guest requests and expectations are addressed before arrival.
• Conduct personalized welcome and follow-up interactions with Booking.com guests to reduce the risk of negative reviews.
• Implement a daily recovery plan to address issues immediately—before they escalate to online complaints.
• Ensure post-stay messaging is done professionally to encourage positive reviews and strengthen our online reputation.
• Monitor daily Booking.com comments, categorize issues, and coordinate with departments for quick actions that directly improve the score.

2. Full Ownership of Guest Satisfaction Across Both Hotels

The team will:

• Oversee arrival experience, lobby presence, and first impressions, which greatly influence guest sentiment.
• Manage real-time service recovery, maintaining a high presence in public areas and guest floors to detect issues early.
• Track and resolve guest complaints, ensuring every concern is closed with proper follow-up.
• Coordinate with Operations, Housekeeping, and Engineering to minimize repetitive service gaps.

3. Enhance Loyalty & Member Experience

Loyalty members expect a higher level of recognition and personalization. The team will:

• Handle VIP & loyalty arrival preparation, ensuring rooms, amenities, and preferences are perfectly aligned.
• Provide consistent communication with ALL and Accor loyalty members, ensuring they feel recognized and valued.
• Monitor member satisfaction scores, focusing on repeat guests and their preferences.
• Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations.

Qualifications

• Minimum 3–5 years of experience in Guest Relations or Front Office operations in a 4- or 5-star hotel.

• Strong interpersonal, communication, and problem-solving skills.

• Excellent command of English; additional languages are a plus.

• Ability to handle difficult situations with professionalism and discretion.