Guest Relations Manager (Local & Expat)

JOB SUMMARY
The Guest Relations Manager is responsible for overseeing all guest service operations to ensure the highest level of guest satisfaction and service excellence. This position reports directly to the General Manager and works closely with the Front Office Manager to enhance the overall guest experience and ensure smooth daily operations of the Guest Relations and Butler teams.
KEY RESPONSIBILITIES
- Handle guest complaints and concerns promptly and ensure effective resolution.
- Ensure effective coordination between guest services, reservations and other departments.
- Lead the team to improve service quality, guest loyalty and operational efficiency.
- Develop and implement service procedures, policies and operational standards.
- Ensure excellent guest service experience and maintain high service standards.
- Supervise and manage the daily operations of the Guest Relations and Butler teams.
- Monitor and maintain communication systems including telephone and other telecommunication services.
- Prepare daily and weekly VIP arrival reports and identify high- value guests.
- Welcome and assist guests during arrival, check- in and throughout their stay.
- Recruit, train, coach and develop team members to deliver exceptional service.
- Monitor guest feedback and implement improvements to enhance guest satisfaction and online reputation.
- Assist guests with travel arrangements, reservations, tours and airline bookings.

Ability to communicate in Korean or Chinese is an advantage.
Computer literate.
Good English language skills.
Minimum 3 years in similar position in same size resort
Able to cope with pressure.
Bachelor Degree in related field.
Detailed knowledge of working practices of Front Office.
Good health, mature and pleasant personality and neat appearance.
Strong administrative skills, along with excellent communication and negotiation skills.

As Company&039;s policy.

Cập nhật gần nhất lúc: 2026-03-14 14:55:02