Assistant Manager Guest Relation

About the Company

The Assistant Manager – Guest Relations plays a pivotal role in delivering exceptional, personalized service that enhances guest satisfaction and fosters long-term loyalty. This position supports the Guest Relations Manager in overseeing daily guest experience operations, resolving service challenges, and ensuring consistent delivery of brand service standards across all touchpoints—before, during, and after the guest stay. Ideal for a hospitality professional with a passion for service excellence, emotional intelligence, and strong problem-solving skills.

About the Role

The Assistant Manager – Guest Relations plays a pivotal role in delivering exceptional, personalized service that enhances guest satisfaction and fosters long-term loyalty.

Responsibilities

• Guest Service Excellence
• Personally welcome VIPs, repeat guests, and special-occasion travelers with tailored experiences.
• Proactively anticipate guest needs and deliver memorable, personalized service.
• Handle escalated guest concerns with empathy, urgency, and professionalism—ensuring full resolution and recovery.

• Operational Support
• Assist in managing the daily workflow of the Guest Relations team (e.g., Guest Service Agents, Concierge, Hosts).
• Ensure accurate logging of guest preferences, requests, and feedback in the Property Management System (PMS) or CRM.
• Coordinate with departments such as Front Office, Housekeeping, Food & Beverage, and Reservations to fulfill guest requests seamlessly.

• Quality & Compliance
• Monitor service delivery against brand standards and company service protocols.
• Conduct regular service audits and provide coaching to frontline staff as needed.
• Ensure compliance with health, safety, and privacy policies.

• Feedback & Continuous Improvement
• Analyze guest feedback from surveys (e.g., post-stay emails, TripAdvisor, Google Reviews) and internal reports.
• Partner with the management team to implement service enhancements and address recurring issues.
• Track and report key guest experience metrics (e.g., satisfaction scores, complaint resolution time).

• Representation & Engagement
• Serve as a brand ambassador during guest interactions and property events.
• Maintain in-depth knowledge of local attractions, transportation, dining, and amenities to provide expert recommendations.

Qualifications

• Education: High school diploma required; associate’s or bachelor’s degree in Hospitality, Tourism, or related field preferred.
• Experience:
• 2–4 years in guest-facing roles within luxury hotels, resorts, cruise lines, or premium service environments.
• Prior experience in a supervisory or assistant management capacity is highly desirable.

• Technical Skills:
• Proficiency in PMS (e.g., Opera, Maestro, Cloudbeds) and CRM systems.
• Strong command of Microsoft Office (Excel, Word, Outlook).

• Soft Skills:
• Outstanding communication, interpersonal, and active listening abilities.
• Calm under pressure with excellent judgment and discretion.
• Strong organizational and multitasking capabilities.

Preferred Skills

• Certification in hospitality or guest service (e.g., Certified Guest Service Professional – CGSP, Forbes Guest Service Training).
• Experience with luxury or international hotel brands
• Familiarity with service recovery frameworks and loyalty program operations.

Pay range and compensation package

• Competitive salary and performance-based incentives
• Complimentary or discounted stays at affiliated properties
• Health and retirement benefits (as applicable)
• Professional development and career growth opportunities
• Inclusive, team-oriented culture focused on excellence

Equal Opportunity Statement

We are committed to diversity and inclusivity.