Head of Guest Relations

About the role

The Head of Guest Relations will lead the development and execution of guest experience strategies, ensuring exceptional service for VIP, VVIP, and key guests across all touchpoints. Reporting to senior management, this role combines policy creation, operational oversight, and stakeholder engagement to enhance customer lifetime value.

Key responsibilities

• Collaborate with senior leadership to design and implement guest relations policies and SOPs aligned with organisational goals.
• Oversee daily guest relations operations, monitor service efficiency, and ensure high guest satisfaction.
• Manage budgets, resources, and compliance with relevant laws and regulations.
• Build and maintain relationships with key clients, government officials, media, and external agencies.
• Lead the VIP/VVIP passenger experience program, developing strategies to create memorable interactions.
• Coordinate statutory clearances, permits, and crisis management activities.
• Recruit, mentor, and evaluate guest relations staff, fostering continuous improvement.
• Implement feedback collection systems, analyse data, and drive service enhancements.

Required profile

• Proven leadership experience in guest relations, hospitality, or aviation environments.
• Strong understanding of policy development, budget management, and regulatory compliance.
• Excellent communication and stakeholder management skills.
• Ability to handle high‑pressure situations, including crisis and complaint resolution.

Required skills