Guest Relations Manager

Lead the daily Guest Relations .

Ensure seamless guest experiences from pre-arrival through post-departure.

Oversee all VIP, ALL members and repeat guest recognition.

Review arrivals, departures, in-house guests, celebrations and Handle With Care guests daily.

Monitor lounge presentation, food & beverage offerings, cleanliness and ambience.

Coordinate personalized amenities, welcome letters and special occasions.

Lead guest recovery and service recovery initiatives following the Own It and Guest Recovery framework.

Personally handle complex guest concerns and ensure timely follow-up until closure.

Conduct root cause analysis of recurring guest complaints and implement corrective actions.

Drive LQA, TrustYou, guest satisfaction and quality initiatives.

Review guest feedback trends and share action plans with department heads.

Support recruitment, onboarding, training, performance management and succession planning.

Drive ALL – Accor Live Limitless enrolments and member’s recognition.

Promote upselling opportunities and support Rooms revenue initiatives.

Maintain accurate guest profiles in Opera Cloud and ensure guest preferences are updated.

Monitor ALICE/Royal Service guest requests and ensure timely completion.

Coordinate closely with Front Office, Housekeeping, Engineering, Concierge, Security,  and Food & Beverage.

Support emergency response and Manager on Duty responsibilities when assigned.

Ensure compliance with hotel policies, cash handling procedures and key control.

Promote health, safety, HACCP and security standards.

Prepare operational reports, guest recovery summaries and quality analysis.

Perform any additional duties assigned by hotel management.

• Passion for guest service

• Excellent written and verbal communication, interpersonal and leadership skills.

• Highly organized, results-oriented with the ability to be flexible and work well under pressure.

• Strong interpersonal and problem solving abilities.

• Highly responsible & reliable.

• Fluency in English, secondary language preferred.

• Minimum of 2 years previous proven managerial position or equivalent in a customer service industry.

• Must have the ability to handle a multitude of tasks and Guest requests.

• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

• Knowledge of Opera Cloud Property Management System an asset.

• Ability to work cohesively with fellow heartists as part of a team.

• Ability to focus attention on guest needs, remaining calm and courteous at all times.

experience is an asset

Fluency in English, additional languages are a plus