Are you passionate about creating exceptional guest journeys and leading service excellence We are looking for a
Guest Relations Manager who will champion personalized service, manage guest feedback, and lead the Guest Relations team to consistently exceed guest expectations.
A little taste of your day-to-day:
Every day is different, but you'll mostly be:
- Leading and managing Guest Relations operations to ensure outstanding guest experiences.
- Personally welcoming VIPs, repeat guests, and special attention guests.
- Handling guest feedback, complaints, and service recovery with professionalism and empathy.
- Monitoring guest satisfaction scores, reviews, and feedback platforms, and driving improvement actions.
- Coordinating closely with Front Office, Club Floor, Housekeeping, F&B, and other departments.
- Managing guest preferences, profiles, and loyalty recognition in the system.
- Coaching, mentoring, and developing the Guest Relations team.
- Preparing reports on guest feedback, trends, and service quality for management review.
- Ensuring compliance with brand standards, SOPs, and service excellence guidelines.
- Acting as a brand ambassador, representing the hotel with confidence and warmth.
What we need from you:
- Proven experience as a Guest Relations Manager, Assistant Guest Relations Manager, or similar role, preferably in a 4- or 5-star hotel.
- Strong leadership, interpersonal, and problem-solving skills.
- Exceptional guest-handling and service recovery abilities.
- Excellent communication skills with fluency in English; Arabic and additional languages will be an advantage.
- High standards of grooming, professionalism, and attention to detail.
- Strong knowledge of guest satisfaction platforms and hotel PMS systems.
- Ability to work in a fast-paced, guest-focused environment.
- Flexibility to work shifts, weekends, and public holidays.
- Hospitality or hotel management qualifications will be an advantage.
At IHG, we believe memorable stays are built on meaningful connections. Join our Front Office leadership team and help deliver
True Hospitality by turning every guest interaction into a positive, lasting impression.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
