Guest Relations Manager

Soft skills

- Excellent interpersonal and communication skills.
- Warm, approachable and naturally guest-oriented.
- Strong leadership and team management skills.
- Excellent listening and empathy skills.
- Highly organised with strong attention to detail.
- Proactive and anticipates guest needs.
- Confident in handling difficult and sensitive situations.
- Strong problem-solving and decision-making abilities.
- Professional, discreet and trustworthy.
- Calm and composed under pressure.
- Strong cultural awareness and ability to interact with an international clientele.
- Passionate about delivering exceptional and personalised guest experiences.
- Strong sense of luxury service and attention to detail.

Responsibilities

Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.; Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.; Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.; Monitor guest satisfaction and provide feedback to management for service improvements.; Supervise and support the Guest Relations team in daily operations.; Provide coaching and guidance to team members to maintain service standards.; Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.; Maintain guest records, preferences, and special requests in the hotel system.; Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.; Support the Guest Relations Manager in audits, inspections, and quality control initiatives.; Assist in planning and executing special events, VIP services, and guest recognition programs.; Ensure proper arrangements for guest amenities, surprises, and personalized services.

Requirements

Diploma or Bachelor's Degree in Hotel Management, Hospitality Management, Tourism or a related discipline is preferred.; Additional qualifications in Guest Experience, Customer Service or Luxury Hospitality would be an advantage.; Minimum 3 years or more of experience in Front Office, Guest Relations or a similar guest-facing role within a 5-star hotel or luxury resort.; Minimum 2–3 years in a managerial position within Guest Relations or Front Office.; Proven experience in managing VIP guests, guest profiling, service recovery and guest experience.; Experience in a luxury resort environment is strongly preferred.; Experience with PMS/CRM systems and guest profiling tools.; Strong knowledge of luxury hospitality and guest experience standards.; Excellent understanding of guest profiling and CRM practices.; Strong knowledge of VIP and repeat guest management.; Excellent complaint handling and service recovery skills.; Strong telephone etiquette and communication standards.; Proficiency in PMS/CRM and Microsoft Office applications.; Ability to analyse guest feedback and service quality data.; Good knowledge of hotel operational procedures and interdepartmental coordination.; Fluent in English and Russian, with proficiency in a third language. Other language is a plus; Excellent verbal and written communication skills, with the ability to interact confidently and professionally with an international clientele.