Guest Relations Manager

Role overview

Guest experience and reputation

• Build positive relationships with guests, colleagues, business partners, and potential clients.
• Manage online and offline reputation, respond to guest feedback across channels, investigate comments, and protect the integrity of online ratings.
• Analyze feedback and trends, coordinate improvement plans with department heads, and lead quality meetings.
• Review industry trends for product and service opportunities.

Standards, team, and service

• Champion brand standards, conduct internal audits, and coordinate compliance across departments.
• Promote employee recognition and guest-experience programs; meet with associates and check service sequences and product knowledge.
• Manage employees and daily operations, address complaints and conflicts, and assist front-desk operations when needed.
• Maintain consistent service, enforce hotel policies, and ensure employees meet brand presentation standards.

VIP service and hotel operations

• Monitor VIP experiences, room allocations, executive lounge operations, and VIP arrivals and departures.
• Promote hotel offers and loyalty enrollment, follow up on loyalty retro claims, and drive upselling and cross-selling.
• Check public areas, guest rooms, premises, and equipment for brand compliance, presentation, and defects.
• Monitor guest-relations and business-centre supplies, room inventory, sales priorities, and business forecasts; contribute to revenue and cost goals.

Qualifications and skills

• At least 3 years of experience in a similar role at a 5-star hotel; local knowledge is an advantage.
• A strong academic background with a degree in Hospitality Management or a related field.
• Good Russian speaking ability; additional languages are a plus.
• Proficiency in Opera PMS, Microsoft Office applications, CRM systems, and MC software.
• Strong leadership, team development, communication, interpersonal, service, and multicultural-workplace skills.

About the property