Guest Relations Manager

About the role

The Guest Relations Manager supports all property operations, ensuring the highest levels of hospitality and service are delivered. This role oversees the lobby, directs guest inquiries, and tracks the resolution of service issues to maintain a seamless guest experience.

Key responsibilities

• Lead and supervise front‑desk and guest‑services staff, stepping in to perform duties when needed.
• Manage daily front‑desk operations, uphold quality standards, and meet customer expectations.
• Handle guest complaints, resolve disputes, and negotiate solutions to maintain satisfaction.
• Support energy‑conservation initiatives and monitor compliance during property tours.
• Implement customer recognition programs and ensure daily reporting to all departments.
• Conduct regular inspections for appearance, safety, staffing, security, and maintenance.
• Ensure compliance with all policies, emergency plans, and loss‑prevention procedures.
• Provide exceptional service, coach staff, and maintain high visibility during peak periods.

Required profile

• High school diploma or GED with at least 1 year of guest‑services or front‑desk experience, OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related field (no experience required).

Required skills