Assistant Guest Relations Manager

We are looking for a refined, service-driven Assistant Guest Relations Manager to support the delivery of exceptional guest experiences and uphold Forbes Five-Star service standards. The ideal candidate will be polished, empathetic, and proactive, with strong leadership and communication skills.

Key Responsibilities:

• Assist in leading the Guest Relations team to ensure every guest receives a warm, personalized, and seamless experience from arrival to departure.

• Support VIP, VVIP, and repeat guest recognition programs, ensuring special preferences are anticipated and exceeded.

• Oversee daily lobby operations, guest engagement, and service quality audits.

• Handle guest inquiries, requests, and complaints with professionalism, discretion, and efficient resolution.

• Conduct room inspections for VIP arrivals, ensuring all amenities and setups meet luxury standards.

• Coordinate with Front Office, Concierge, Housekeeping, F&B, and other departments to deliver flawless service.

• Assist in developing guest experience initiatives and enhancing service rituals aligned with Forbes standards.

• Prepare departmental reports, manage scheduling, and support training for Guest Relations colleagues.

• Monitor guest feedback platforms and ensure timely follow-up to maintain high satisfaction scores.

• Represent the Guest Relations Manager in their absence and maintain a strong presence in guest-facing areas.

Requirements:

• 2–4 years of Guest Relations or Front Office experience in a five-star or Forbes-rated luxury hotel.

• Strong leadership, communication, and interpersonal skills with a guest-centric mindset.

• Polished, professional appearance and exceptional service etiquette.

• Excellent problem-solving abilities and emotional intelligence.

• Experience managing VIP guests and handling sensitive situations with discretion.

• Strong knowledge of Opera or similar PMS systems.

• Ability to multitask and remain composed in a fast-paced environment.

• Fluency in English; additional languages are a strong advantage.

• Flexibility to work shifts, weekends, and public holidays.

If you are passionate about creating memorable guest moments and elevating luxury hospitality, we invite you to apply for the role of Assistant Guest Relations Manager.