Guest Relations Manager

About the hotel

Role overview

Guest experience and reputation

• Build positive relationships with guests, colleagues, team members, partners, and potential clients.
• Manage guest feedback through TrustYou and other platforms, investigate comments, maintain online ratings, and champion hotel reputation.
• Analyze feedback trends, identify improvements, coordinate action plans with department heads, and review new service opportunities.
• Lead quality meetings, champion brand standards, conduct periodic internal audits, and support successful yearly audits.

Team and guest services

• Coach team members on service sequences and product knowledge; promote employee recognition and guest-engagement programs.
• Monitor VIP experiences, room allocation, arrivals and departures, executive-lounge service, loyalty benefits, and guest queries.
• Promote hotel offers and loyalty enrollment, drive upselling and cross-selling, and follow up on loyalty-program retro claims.
• Supervise employees and day-to-day operations, enforce policies and standards, and assist front-desk operations when needed.
• Handle complaints, disputes, and grievances; maintain a visible presence in public areas, especially during peak periods.

Property and business operations

• Keep premises, equipment, lobby areas, and guest rooms presentable and functional; report room defects.
• Monitor office supplies and consistent service sequences; keep the team informed about daily sales priorities, inventory, and forecasts.
• Manage operations in support of property financial goals, maximizing revenue and controlling costs.

Qualifications

• At least 3 years of experience in a similar role at a five-star hotel; local knowledge is an advantage.
• A degree in Hospitality Management or a related field.
• Good Russian speaking ability; proficiency in additional languages is a plus.
• Proficiency in front-office software, including Opera PMS, Microsoft Office, CRM systems, and MC software.
• Leadership skills to lead, mentor, and develop a diverse, multicultural team.
• Strong interpersonal and communication skills and a warm, professional guest-service approach.

Competencies

• Service orientation, attention to detail, teamwork, self-motivation, and energy.
• Professional presentation and ability to work effectively in a multicultural environment.
• Open-mindedness, guest focus, confidence, communication, initiative, and business awareness.