Guest Relations Manager | VIP Services Coordinator

Role overview

Guest service and VIP coordination

• Oversee daily guest-relations activities and coordinate guest welcomes, arrivals, departures, and smooth transitions.
• Arrange tailored VIP experiences, amenities, room preferences, transport, dining reservations, event access, and special requests.
• Coordinate VIP arrivals, executive visits, group bookings, private functions, and special events; prepare reports, briefings, schedules, and itineraries.
• Maintain relationships with returning guests, premium clients, corporate customers, and key stakeholders.

Service quality and team coordination

• Identify guest preferences, special occasions, accessibility requirements, and individual service expectations.
• Coordinate with front office, concierge, housekeeping, food and beverage, security, and other relevant teams.
• Monitor satisfaction and proactively resolve complaints, service-recovery cases, and escalated concerns; follow up on outstanding requests.
• Inspect guest areas, VIP lounges, facilities, and service arrangements; ensure procedures and presentation standards are followed.
• Train and coach staff in hospitality etiquette, complaint handling, personalized service, and communication.

Improvement and reporting

• Maintain guest profiles, preferences, service histories, and communication notes while protecting confidential information.
• Monitor reviews, feedback, satisfaction scores, and service concerns; analyze data and recommend improvements.
• Support guest retention, loyalty programs, recognition initiatives, and personalized engagement campaigns.
• Coordinate with providers, luxury brands, travel partners, local attractions, and management; assist with budgets and resource allocation.
• Prepare reports on guest satisfaction, incidents, VIP activity, and team performance; represent the organization at guest interactions and events.

Qualifications and experience

• A bachelor’s degree or diploma in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field is required.
• Relevant experience in guest relations, VIP services, luxury hospitality, customer experience, or premium client management is required.
• Previous supervisory or managerial experience in hospitality or customer-facing operations is preferred.
• Strong knowledge of guest-service standards, hospitality etiquette, customer relationship management, and VIP service coordination is required.

Skills and tools

• Excellent verbal and written English communication is required; additional language proficiency is advantageous.
• Strong interpersonal, complaint-resolution, negotiation, service-recovery, organization, and time-management skills are required.
• Proficiency in Microsoft Office and routine operational reporting tools is required; familiarity with PMS, CRM, and guest-service software is beneficial.
• Discretion, attention to detail, leadership, team coordination, and commitment to personalized service quality are required.
• Experience monitoring guest feedback, satisfaction metrics, and service performance indicators is required.

Schedule

• Flexibility to work shifts, weekends, public holidays, or special events may be required by the operation.

What the employer offers

• The employer advertises competitive salary and comprehensive benefits, but provides no salary amount or payment cadence.
• The posting describes professional development, training, recognition, and opportunities to develop leadership and client relationship skills.