About the Role
The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing guest services, handling feedback and complaints, and maintaining a positive brand image at all times. This role acts as the primary point of contact between guests and the organisation, ensuring satisfaction, loyalty, and brand reputation.
Requirements
Key Responsibilities
Welcome guests and ensure a warm, professional first impression
Handle guest complaints, concerns, and special requests promptly and diplomatically
Maintain strong relationships with our cooperate clients
Monitor guest satisfaction through feedback, surveys, and online reviews
Coordinate with front of house team and directors
Ensure service standards and brand guidelines are consistently met
Train and coach staff on customer service excellence and guest engagement
Prepare guest reports, service recovery logs, and performance metrics
Assist with cooperate orders
Qualifications & Skills
3+ years of experience in guest relations, front office, or hospitality management
Excellent communication and interpersonal skills
Strong problem solving and conflict resolution abilities
Customer-focused mindset with attention to detail
Ability to work flexible hours, including weekends and holidays
Multilingual skills are an advantage but not necessary
Key Competencies
Exceptional customer service orientation
Leadership and team management
Time management and multitasking
Cultural awareness and discretion
Working Conditions
Fast paced hospitality environment
Frequent interaction with guests and staff
Standing and walking for extended periods may be required
About OUR Company
We’re looking for enthusiastic, reliable, and customer-focused team members to join our crew. You’ll play a key role in delivering amazing food and excellent service while helping create a welcoming experience for every guest. We are always looking for talented people with a passion for the hospitality industry. In return, you'll get a fun, fast paced workplace, competitive pay, flexible working hours, staff meals and employee discounts. We'll help you develop further in hospitality industry as well as many growth opportunities within our company.