𝗚𝗨𝗘𝗦𝗧 𝗥𝗘𝗟𝗔𝗧𝗜𝗢𝗡𝗦 𝗠𝗔𝗡𝗔𝗚𝗘𝗥

Guest Relations Supervisor Opportunity

We are seeking a dedicated Guest Relations Supervisor to lead the guest relations team and ensure an exceptional experience for all guests, particularly VIPs, returning visitors, and special groups.

Key Responsibilities:

• Warmly welcome and personally attend to VIPs and returning guests, honoring their preferences and requests.
• Maintain a visible and proactive presence in guest areas to gather feedback and promptly address guest needs.
• Lead, motivate, and manage the Guest Relations Officers by organizing schedules, monitoring performance, and recognizing excellent service delivery.
• Coach the team in complaint handling, personalized guest interaction, upselling techniques, and effective service recovery.
• Handle complex complaints professionally, coordinate solutions, and follow up to ensure complete guest satisfaction.
• Maintain detailed guest profiles and coordinate special arrangements for occasions such as birthdays, anniversaries, and honeymoons.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, and Excursion departments to synchronize guest services and enhance overall satisfaction.
• Prepare weekly reports on guest feedback, complaints, and VIP services, identifying patterns and recommending improvements to management.
• Ensure all guest interactions, requests, and issue resolutions are properly documented in PMS/CRM systems.

We Are Looking For:

• Experienced professionals in hotel guest relations, front office, or guest services with proven leadership capabilities.
• Strong interpersonal skills with a calm, confident approach to managing guest concerns.
• Clear English communication skills; proficiency in additional languages is a plus.
• Excellent organizational skills to effectively prioritize guest needs and support your team.
• Familiarity with hotel PMS or CRM software and meticulous record-keeping abilities.
• A practical and caring nature, with great attention to detail and proactive anticipation of guest needs.

If you are passionate about hospitality and ready to lead a team focused on delivering outstanding guest experiences, we would love to hear from you.

Apply now to take the next step in your hospitality career!