Guest Relations Manager

About the role

The Guest Relations Manager acts as the Property Manager on Duty, overseeing all hotel operations to ensure the highest standards of hospitality and service. This role is responsible for managing guest interactions, resolving issues, and directing traffic in the lobby while maintaining smooth front‑desk operations.

Key responsibilities

• Lead and supervise the Guest Services team, fostering a collaborative and trustworthy environment.
• Manage day‑to‑day hotel operations, stepping in for staff when needed to maintain service continuity.
• Handle guest complaints, disputes, and grievances, ensuring swift resolution and guest satisfaction.
• Coordinate with all departments to support property goals and expedite problem solving.
• Monitor budgets, operating statements, and payroll reports to assist with financial management.
• Promote exceptional customer service by coaching staff and recognizing achievements.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk, or a related field, **or** a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a similar discipline.
• Strong interpersonal and communication abilities, integrity, and a leadership mindset.
• Ability to understand and perform duties across various employee roles.
• Commitment to maintaining property integrity, guest satisfaction, and employee well‑being.

Required skills

• Budget and financial statement interpretation
• Payroll reporting and analysis
• Guest service management
• Team leadership and supervision