Guest Relations Manager

About the role

The Guest Relations Manager acts as the Property Manager on Duty, overseeing all property operations to ensure the highest levels of hospitality and service. This role represents property management in guest‑related situations, directs lobby traffic, and tracks service issues while leading the Guest Services team.

Key responsibilities

• Serve as Property Manager on Duty and oversee daily hotel operations.
• Represent property management in resolving guest situations and manage lobby flow.
• Track and resolve service issues, ensuring timely follow‑up.
• Lead, coach, and supervise Guest Services teams, fostering trust and collaboration.
• Manage day‑to‑day operations, stepping in for absent employees when needed.
• Develop and monitor Guest Services, Concierge, and Guest Relations KPIs.
• Handle complaints, settle disputes, and negotiate resolutions.
• Maintain strong relationships with all departments to support property goals.
• Intervene in guest or employee incidents to protect property integrity and employee well‑being.
• Communicate business objectives, recognize performance, and drive results.
• Understand budgets, operating statements, and payroll reports for financial management.
• Deliver exceptional customer service, coach staff, and empower employees to exceed guest expectations.

Required profile

• Excellent interpersonal and communication skills.
• Proven leadership ability with a focus on influencing and encouraging teams.
• High integrity, honesty, and a role‑model attitude.
• Ability to build mutual trust, respect, and cooperation among staff.
• Strong problem‑solving skills and ability to handle high‑pressure situations.
• Commitment to guest satisfaction and employee well‑being.
• Collaborative mindset with the ability to maintain open relationships across departments.
• Basic financial literacy to comprehend budgets and payroll information.

Required skills