Guest Relations Manager

Full-time Otros

Position Overview

Second‑in‑command of the Front Office department, alongside the Reception Manager. Reports directly to the Front of House Manager. Key role in defining and executing the hotel’s guest experience strategy.

Responsibilities

• Lead, motivate, and develop the Guest Relations Team, Guest Service (Telephone Operators), and Concierge Team, ensuring alignment with the hotel’s service culture and brand standards.
• Organize daily briefings, coaching sessions, and performance follow‑ups and evaluations (PDR) to maintain operational excellence.
• Support team members in challenging guest interactions and provide guidance in complex situations. Apply structured service recovery models and brand guidelines to ensure fair, effective, and timely resolution.
• Act as the main point of contact for VIP guests, returning guests, and high‑profile clients.
• Ensure personalized recognition, special arrangements, and tai...