Job Description

Job Purpose

To lead and manage theGuest Relations function, ensuring a warm, consistent, and personalized guestexperience throughout the stay. The Guest Relations Manager holds fullaccountability for shaping guest interaction tone, service recoveryeffectiveness, VIP handling, and proactive engagement.

The role plays a keypart in building a service-oriented and emotionally intelligent team culture,fostering seasonal continuity and high service standards across all guesttouchpoints.

Key Responsibilities

Guest Experience Leadership

  • Oversee the full guest journey,ensuring every guest feels recognized, supported, and welcomed.
  • Define and reinforce communicationstandards, service behaviors, and cultural hospitality expectations.
  • Maintain presence in key guest areasduring arrival, peak service periods, and special moments.

    • Personalization, VIP Handling & Engagement

  • Ensure VIP guests, loyalty members,repeat guests, and special occasions receive tailored service experiences.
  • Maintain accurate guest profiles,preferences, and recognition protocols in coordination with FO andReservations.
  • Lead pre-arrival planning and welcomecoordination for high-profile or strategic guests.

    • Service Recovery & Guest Feedback

  • Lead service recovery efforts forescalated issues with empathy, follow-up, and resolution tracking.
  • Monitor guest feedback sources(surveys, direct comments, online reputation platforms) and identifyimprovement trends.
  • Implement corrective actions andfollow through to prevent issue recurrence.

    • Team Leadership & Seasonal Talent Continuity

  • Recruit, train, and coach GR teammembers, fostering professionalism, genuine hospitality, and emotionalintelligence.
  • Promote a supportive and positiveworkplace culture that encourages seasonal return and retention.
  • Conduct daily briefings, on-floorcoaching, and post-incident debrief conversations.

    • Cross-Department Coordination

  • Work closely with Front Office,Housekeeping, Food & Beverage, and operational leaders to support seamlessguest service flow.
  • Participate in Rooms Divisionleadership discussions and support service planning for occupancy peaks andspecial events.
  • Ensure timely and accuratecommunication of guest needs, preferences, and follow-up details.

    • Accountability

  • Full accountability for guestemotional experience, service personalization, and service recoveryenvironment.
  • Responsible for maintainingconsistent guest communication tone and service culture across the resort.
  • Ensures seamless collaboration acrossRooms Division and all guest touchpoint teams.

    • Απαραίτητα Προσόντα:

  • Proven experience asa Guest Relations Manager or similar role preferably in a 5* luxury hotel.
  • Degree inHospitality Management / Tourism.
  • ComputerLiteracy and knowledge of Hospitality software (Opera, Fidelio).
  • Fluency inEnglish.
  • Fluency in asecond language (Russian, German, French).
  • Knowledge ofVIP service standards, loyalty programs, and guest engagement strategies.
  • Strongcommunicative, interpersonal, managerial & problem-solving skills.

    • Παροχές:

    Team: Becoming a member of an organization that cares about its people, the environment, and the local communities

    Grow: Have room to grow and develop via numerous opportunities for learning, professional development, and career advancement

    Care: Competitive remuneration package, Accommodation & daily transportation, Full board meals, Departmental training

    Apply for this Position

    Ready to join ? Click the button below to submit your application.

    Submit Application