Guest Relations Manager Role Summary:
* A senior leadership role within a luxury hotel, responsible for the overall guest experience.
We are seeking an experienced Guest Relations Manager to lead our front-facing team and ensure every interaction with our guests feels considered rather than performative.
----------------------------------- **Job Description:** As a key member of our hospitality team, you will be responsible for setting the tone for guest relations across the hotel. This involves visible, engaged leadership that fosters a culture of warmth and clarity at every touchpoint. Your responsibilities will include: * Building and coaching a team who understand that service is felt rather than scripted * Working closely with senior leaders to ensure consistency in delivering exceptional guest experiences * Maintaining a strong presence during key arrival, departure and breakfast periods You will also personally welcome VIP and returning guests, taking full ownership of their pre-arrival experience so they feel expected and prepared upon arrival. Daily reviews of arrivals will help coordinate personalisation across all departments to create seamless interactions throughout their stay. In addition to these core duties, you may be required to produce daily reports highlighting any issues or areas needing improvement in order keep all departments aligned on meeting customer expectations..Last but not least handling difficult situations discreetly while still ensuring follow-through after resolving them.