Guest Relation Manager

Triumph Hotels•New York, NY

1d•Onsite

About The Position

The Guest Relations Manager is responsible for ensuring 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 collaborates with other hotel departments to maintain high service standards. The primary objective is to enhance guest satisfaction, foster guest loyalty, and ensure every guest feels welcomed, recognized, and cared for.

Requirements

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

Responsibilities

Lead, coach, and train the Guest Relations team.
Set a strong example of professional and friendly service.
Encourage teamwork, accountability, and excellent guest care.
Ensure employees adhere to Triumph Hotels service standards.
Oversee the guest experience before arrival, during the stay, and at departure.
Manage VIP arrivals, room inspections, amenities, and special requests.
Ensure guest preferences are recorded and followed.
Be visible in the lobby and public areas during busy arrival and departure times.
Monitor guest satisfaction scores through Revinate.
Review and respond to online reviews.
Identify common guest concerns and implement service improvements.
Collaborate with other department leaders to resolve recurring issues.
Resolve guest complaints quickly and professionally via email and Revinate.
Personally assist VIPs, repeat guests, and guests with any concerns.
Ensure service recovery is thoughtful, timely, and appropriate.
Seek long-term solutions to prevent recurring problems.
Partner with Housekeeping, Engineering, Sales, Revenue Management/Social Media, and Security.
Coordinate special arrangements for VIP guests and groups.
Ensure employees supporting guest service are properly trained.
Manage guest amenities and department expenses.
Serve as Manager on Duty when scheduled.