Guest Relation Manager

Reports to:

Area Director of Guest Relations

Hours:

Department is open seven days a week. Typical shift is eight hours and includes weekends and holidays. 

Job Summary

The Guest Relations Manager is responsible for making sure guests have an excellent experience from the time they book until they leave the hotel. This person leads the Guest Relations team, handles all guests and service needs, and works with other hotel departments to maintain high service standards.

The main goal is to improve guest satisfaction, build guest loyalty, and make sure every guest feels welcomed, recognized, and cared for.

Main Responsibilities

Lead the Guest Relations Team

• Lead, coach, and train the Guest Relations team.
• Set a strong example of professional and friendly service.
• Encourage teamwork, accountability, and excellent guest care.
• Make sure employees follow Triumph Hotels service standards.

Manage the Guest Experience

• Oversee the guest experience before arrival, during the stay, and at departure.
• Manage VIP arrivals, room inspections, amenities, and special requests.
• Make sure guest preferences are recorded and followed.
• Be visible in the lobby and public areas during busy arrival and departure times.

Improve Guest Satisfaction

• Monitor guest satisfaction scores through Revinate.
• Review and reply to online reviews.
• Identify common guest concerns and find ways to improve service.
• Work with other department leaders to solve recurring problems.

Handle Guest Concerns

• Help resolve guest complaints quickly and professionally via email and Revinate.
• Personally assist VIPs, repeat guests, and guests with any concerns.
• Make sure service recovery is thoughtful, timely, and appropriate.
• Look for long-term solutions to prevent the same problems from happening again.

Work With Other Departments

• Partner with Housekeeping, Engineering, Sales, Revenue Management/Social Media, and Security.
• Coordinate special arrangements for VIP guests and groups.
• Make sure employees supporting guest service are properly trained.
• Manage guest amenities and department expenses.
• Serve as Manager on Duty when scheduled.

Qualifications

• Bachelor's degree in hospitality, Business, or a related field, or equivalent work experience.
• Strong experience improving guest satisfaction and service standards.
• Excellent communication, leadership, and problem-solving skills.
• Able to remain calm and professional in difficult situations.
• Experience using Opera Cloud and Revinate.
• Able to work evenings, weekends, and holidays when needed.

Physical Requirements

• Able to stand and walk for long periods while assisting guests.
• Able to lift or carry up to 25 pounds.

How Success Is Measured

• Strong guest satisfaction scores through Revinate.
• Consistent delivery of Triumph Hotels service standards.
• Effective handling of guest complaints and fewer repeat problems.
• Strong team performance and engagement.
• Meeting the hotel's service, operational, and financial goals.