Guest Relations Manager

About the role

The Guest Relations Manager leads the guest relations function in a luxury hotel, ensuring personalized service throughout the guest journey from pre‑arrival to post‑departure. The role combines team leadership, cross‑department collaboration and financial oversight to uphold brand standards.

Key responsibilities

• Manage all aspects of guest relations, delivering tailored service and addressing individual preferences.
• Recruit, train and mentor guest‑relations staff, fostering a culture of excellence and high performance.
• Coordinate with other hotel departments to ensure seamless service delivery and promote hotel amenities.
• Assist in budget preparation, analyse financial reports and monitor expenses related to guest services.
• Design engaging guest programmes, handle complaints professionally and oversee the complete guest journey.
• Communicate new policies to associates, maintain brand integrity and represent the hotel professionally.

Required profile

• Degree or higher diploma in Hospitality or Tourism management (advantageous).
• Minimum 5‑6 years experience in a large luxury hotel, including at least 2 years in a similar managerial role.
• Proven ability to manage people, plan strategically and make decisions.
• Excellent communication, presentation, interpersonal and problem‑solving skills.
• High professional standards and fluency in English; proficiency in Putonghua and Cantonese is preferred.

Required skills

• Opera front‑office system
• Unifocus front‑office system
• Alice front‑office system
• Vingcard front‑office system