Guest Relations Manager
Guest Relations Manager
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Job Description
As Guest Relations Manager at Fairmont you will be the face of the hotel for our most valued guests. You are responsible for ensuring a seamless and personalized guest journey from pre-arrival to post-departure. Your leadership attention to detail and passion for service will help create unforgettable experiences especially for VIPs long-stay guests and repeat visitors.
Responsibilities
Guest Engagement & Experience
- Welcome and escort VIP and special attention guests with warmth and professionalism
- Oversee guest recognition programs and maintain up-to-date guest profiles
- Champion of Club loyalty programs
- Handle guest requests preferences and complaints with discretion and efficiency
- Proactively anticipate guest needs and coordinate personalized touches
Team Leadership
- Lead the Guest Relations team including Guest Relations Officer Hostess and Lobby Ambassadors
- Train coach and inspire team members to uphold brand service standards
- Conduct performance evaluations daily briefings and service recovery training
Operational Excellence
- Monitor lobby operations and always ensure a welcoming atmosphere
- Coordinate closely with Housekeeping Food & Beverage Concierge and other departments to ensure a flawless stay
- Review and respond to guest feedback from TrustYou TripAdvisor and internal surveys and coordinate necessary improvements
Administration & Reporting
- Prepare daily VIP reports and distribute pre-arrival summaries to key departments
- Maintain detailed logs of guest preferences feedback and incidents
- Analyze service trends and implement strategies for continuous improvement
Qualifications :
Knowledge and Experience
- Degree or diploma in Hospitality Management or related field
- Minimum 1-2 years in a leadership role in Guest Relations or Front Office in a luxury hotel
- Proficiency in Opera PMS and Microsoft Office
- Fluent in English both verbal and written
- Flexible working shifts weekends and holidays as required
Competencies
- Guest-oriented and customer focus service minded
- Excellent communication and interpersonal skills
- Strong attention to detail and ability to handle multiple priorities
- Courteous and helpful
- Comfortable working in a dynamic and multicultural environment
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
