Job Description

Job Title: Guest Relationship Manager

Department: Guest Services

Location: [ HSR ]

Reports to: General Manager

Employment Type: Full-Time

Job Summary:

The Guest Relationship Manager is responsible for ensuring exceptional guest experiences from check-in to check-out. This role involves anticipating guest needs, resolving issues promptly, and maintaining high levels of guest satisfaction and loyalty. The ideal candidate will act as the key point of contact for guests, especially VIPs and repeat customers, enhancing the hotel's service reputation.

Key Responsibilities:

Greet and welcome guests with warmth, professionalism, and personalized attention.

Build strong guest relationships by understanding preferences, special requests, and feedback.

Handle guest complaints and concerns efficiently and courteously.

Coordinate with departments (housekeeping, F&B, concierge, etc.) to ensure excellent service delivery.

Monitor and follow up on guest satisfaction through feedback forms, surveys, and online reviews.

Maintain updated guest profiles and preferences in the Property Management System (PMS).

Identify opportunities to surprise and delight guests, including arranging amenities or special experiences.

Track and report guest satisfaction trends and recommend improvements.

Assist with VIP arrivals, special events, and loyalty program benefits.

Ensure all service standards and operating procedures are adhered to in relation to guest service.

Requirements:

Bachelor's degree or diploma in Hospitality Management or related field.

2-5 years of experience in guest relations, front office, or customer service roles in hotels or resorts.

Excellent communication and interpersonal skills.

Strong problem-solving abilities and emotional intelligence.

Proficiency in hotel PMS software (e.g., Opera, IDS, eZee, Cloudbeds).

Fluent in English; knowledge of additional languages is an advantage.

Professional appearance and demeanor.

Ability to work flexible hours, including weekends and holidays.

Preferred Qualifications:

Previous experience in a luxury or 5-star hotel environment.

Familiarity with guest loyalty programs (e.g., Marriott Bonvoy, Hilton Honors).

Knowledge of local culture, tourism spots, and concierge-level services.

Working Conditions:

Based at the hotel's front office or guest relations desk.

Requires standing for long periods and interacting continuously with guests.

Shift work, including evenings and weekends, depending on hotel operations.

Career Path:

Senior Guest Relations Manager

Front Office Manager

Rooms Division Manager

Hotel Operations Manager

Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?30,000.00 per month

Benefits:

Provident Fund
Schedule:

Day shift Fixed shift
Work Location: In person

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