Assistant Guest Relations Manager

Key Responsibilities

• Assist the Guest Relations Manager in overseeing the daily operations of the Guest Relations team and ensuring smooth and efficient service delivery.
• Welcome, greet, and engage with guests throughout their stay, providing warm, personalized, and attentive service.
• Build strong relationships with guests and anticipate their needs and preferences to create memorable and meaningful experiences.
• Handle guest requests, feedback, and complaints professionally and promptly, ensuring appropriate follow-up and resolution.
• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.
• Ensure all Guest Relations activities and services are delivered in accordance with hotel policies, brand standards, LQA, and Forbes standards.
• Support the team in creating personalized guest experiences, including special occasions, VIP arrangements, celebrations, and other guest requests.
• Coordinate closely with Front Office, F&B, Housekeeping, Concierge, and other departments to ensure seamless guest service.
• Conduct regular briefings and provide guidance, coaching, and support to Guest Relations Team Members.
• Assist in monitoring team performance and maintaining consistent service standards.
• Maintain accurate guest profiles, preferences, feedback, and service recovery records in the hotel system.
• Follow up on guest feedback and ensure appropriate actions are communicated to the relevant departments.
• Support VIP arrivals, departures, special requests, and guest recognition programs.
• Assist with training and developing Team Members to enhance their product knowledge, communication skills, and service delivery.
• Support upselling and cross-selling opportunities where appropriate, while ensuring recommendations are tailored to guest preferences.
• Prepare and communicate relevant guest information during daily briefings and shift handovers.
• Assist the Guest Relations Manager with reports, administrative tasks, and departmental projects.
• Act as the Guest Relations Manager in their absence when assigned.
• Perform other duties and responsibilities as assigned by the management.

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field.
• Minimum 2–3 years of experience in Guest Relations, Front Office, or a similar guest-facing role within a luxury or upscale hotel.
• Previous supervisory or team-leadership experience is preferred.
• Strong knowledge of luxury hospitality service standards, guest engagement, and service recovery.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong leadership skills with the ability to motivate, coach, and develop team members.
• Excellent command of spoken and written English; additional languages are an advantage.
• Professional appearance, positive attitude, and genuine passion for delivering exceptional guest experiences.
• Strong attention to detail and the ability to remain calm and professional under pressure.
• Good computer skills and experience with hotel Property Management Systems (PMS) and Microsoft Office.
• Flexible to work shifts, weekends, public holidays, and according to operational requirements.