Guest Relations Manager

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest services and relations. This role involves handling guest inquiries resolving complaints coordinating special requests and maintaining high standards of hospitality to enhance customer satisfaction and loyalty. The Guest Relations Manager will be reporting directly to the Assistant Front Office Manager and the Rooms Division Manager handling groups of Guest Relations team members to achieve all below objectives.

• Manage all pre-arrival communication ensuring guest requests and expectations are addressed before arrival.
• Conduct personalized welcome and follow-up interactions with guests to reduce the risk of negative reviews.
• Implement a daily recovery plan to address issues immediately before they escalateto online complaints.
• Ensure post-stay messaging is done p...