Executive Guest Relations Manager

About the role

The Executive Guest Relations role is responsible for delivering flawless, upscale and professional service to every guest. You will act as the primary point of contact, ensuring that guest needs are met proactively and that any feedback is used to continuously improve the property’s rating.

Key responsibilities

• Manage guest interactions and engagement activities, building strong relationships and addressing complaints courteously.
• Greet guests warmly, respond to inquiries in person and over the phone, and provide accurate information.
• Organize and coordinate events and activities approved by the head office.
• Maintain an orderly front‑desk environment by arranging documents, keeping the area clean, and ensuring all materials are readily available.
• Analyze customer feedback and provide strategic recommendations to improve overall guest satisfaction scores.
• Anticipate unstated guest needs and respond promptly to requests.
• Report maintenance issues and malfunctioning equipment to the manager for swift resolution.

Required profile

• Strong interpersonal and communication abilities.
• Professional demeanor with a focus on high‑class service.
• Ability to anticipate guest needs and act proactively.
• Detail‑oriented and capable of maintaining a tidy front‑desk area.
• Experience in handling guest complaints and turning them into positive outcomes.

Required skills