Guest Relationship Manager

This position offers a great opportunity for career growth. Duties & Responsibilities - Welcome guests and ensure a positive first impression - Identify and personally assist VIPs, repeat guests, and special-occasion guests - Handle guest complaints professionally and ensure effective service recovery - Monitor online reviews, guest feedback, and satisfaction surveys - Coordinate with housekeeping, F&B, maintenance, and front office to resolve guest issues - Maintain accurate guest profiles and preferences in the PMS - Conduct guest satisfaction calls and lobby interactions - Train and guide guest relations staff on service standards - Ensure compliance with hotel brand standards and SOPs - Prepare guest satisfaction and service quality reports Skills: & Competencies Required: - Strong interpersonal and communication skills - Problem-solving and conflict resolution abilities - Emotional intelligence and empathy - Attention to detail - Leadership and coordination skills - Proficiency in PMS and guest feedback systems