Guest Relations Manager

Job description

The Guest Relations Manager oversees all aspects of room operations, bridging Housekeeping and Front Office with a strong focus on guest satisfaction and system management (GXP, Opera, FreedomPay, Sertifi, and other hotel PMS systems). Key responsibilities include room allocation and revenue optimization, monitoring occupancy and availability to ensure appropriate room assignments, and creating room type upgrade opportunities. The role also involves coordinating contract and group allocations, working closely with airport agents (such as WeKnow), and regularly updating them on room availability. The Guest Relations Manager supports the Front Office Manager and senior management in initiatives around sustainability, health and safety, and promotions, all while focusing on key performance indicators to drive overall sales, profitability, enrollments, and guest satisfaction.

Guest Experience Management:

·  Ensure every guest receives personalised attention, offering tailored solutions to meet their needs and preferences.
·  Handle guest complaints, requests, and feedback with professionalism and a focus on resolving issues in a timely and effective manner.
·  Act as the first point of contact for VIP guests, long-term guests, and any special requests or concerns.
·  Follow up on guest feedback to ensure their satisfaction and maintain a positive relationship with all patrons.
·  Team Leadership:
·  Lead, train, and develop the front office department, ensuring they maintain high standards of service delivery and professionalism.
·  Assign daily tasks and responsibilities to the front office team, in the absence of management/duty manager, monitoring performance and providing constructive feedback.
·  Foster a positive and motivating work environment for the team to deliver the best guest experiences.
·  Liaise with all hotel departments to ensure smooth coordination in meeting guest needs.
·  Communicate guest preferences, special requests, and any incidents or issues to relevant departments to ensure timely follow-up.
·  Participate in departmental meetings, sharing insights about guest experiences and proposing improvements to service delivery.

 

Operational Excellence:

·  Monitor and maintain guest satisfaction levels, ensuring that the hotel's guest feedback system is used effectively.
·  Ensure all guest profiles are updated in the system with relevant preferences and requests.
·  Implement standard operating procedures for guest interactions and ensure compliance with hotel policies and brand standards.
·  Coordinate with the events team to ensure guest satisfaction during special events or conferences held at the hotel.
·  Proactively identify potential issues before they escalate and resolve them with minimal disruption to the guest experience.
·  Handle any difficult or high-profile situations with tact, professionalism, and care, ensuring positive outcomes for both the guest and the hotel.

 

Qualifications & Skills:

·  Proven experience in a guest relation, customer service, or hospitality management role, ideally in a hotel setting.
·  Strong leadership and team management skills.
·  Excellent communication and interpersonal skills, with the ability to interact effectively with guests and hotel staff.
·  Ability to think quickly, handle stressful situations, and resolve conflicts in a professional manner.
·  In-depth knowledge of hotel operations and guest service standards.
·  A passion for delivering exceptional customer service and creating memorable guest experiences.
·  This role requires flexibility, including evenings, weekends, and holidays, to meet the needs of guests and ensure the smooth operation of the guest relations department.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.