Guest Relations Manager

About the role

The Guest Relations Manager serves as the property Manager on Duty, overseeing all guest‑facing operations to ensure the highest standards of hospitality. This role represents property management in resolving guest issues, directing traffic in the lobby, and tracking service concerns.

Key responsibilities

• Lead and supervise Guest Services and Front Desk teams, fostering trust, respect, and cooperation.
• Manage day‑to‑day operations, stepping in for absent staff and ensuring seamless service delivery.
• Handle guest complaints, mediate disputes, and resolve conflicts to maintain guest satisfaction and property integrity.
• Collaborate with all hotel departments to support overall operations and expedite problem resolution.
• Communicate business objectives, recognize performance, and drive desired results among team members.
• Monitor budgets, operating statements, and payroll reports to assist with financial management of the department.
• Deliver exceptional customer service that exceeds expectations and promotes guest loyalty.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk, or a related field.
• OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related discipline (no experience required).
• Demonstrated honesty, integrity, and leadership by example.
• Strong interpersonal and communication abilities to influence and motivate teams.

Required skills

What we offer

• Full‑time, on‑site position in a dynamic hospitality environment.
• Opportunities for professional growth and leadership development.