Guest Relations Manager

Yotel•New York, NY

3d•Onsite

About The Position

The Guest Relations Manager is responsible for creating an exceptional and memorable guest experience throughout every stage of the guest journey. This position serves as a key point of contact for guests, with particular attention to Hilton Honors members, VIPs, special occasions, and guests requiring service recovery. The Guest Relations Manager works closely with Front Office, Housekeeping, Food & Beverage, Security, Engineering, Sales, and other hotel departments to ensure guest requests and concerns are handled promptly, professionally, and in accordance with Hilton brand standards and hotel policies.

Requirements

High school diploma or equivalent required
A minimum of 2–3 years of hotel guest services, front office, or hospitality experience is preferred, including previous supervisory or management experience.
Excellent communication, interpersonal, problem-solving, and conflict-resolution skills
Ability to remain calm and professional in challenging guest situations
Familiarity with hotel property-management systems and guest-service platforms is preferred.
Strong commitment to hospitality, guest satisfaction, teamwork, accountability, and service excellence.
Sound judgment, attention to detail, discretion with confidential information, and the ability to lead by example in a fast-paced hotel environment.

Nice To Haves

College degree in Hospitality Management, Business Administration, or a related field preferred.

Responsibilities

Provide visible leadership in the lobby and other guest-facing areas, proactively engaging with guests and anticipating their needs.
Welcome and recognize Hilton Honors members, VIP guests, repeat guests, and guests celebrating special occasions.
Review daily arrivals, departures, VIP lists, special requests, preferences, and guest history to ensure appropriate recognition and preparation.
Handle guest concerns, complaints, and service recovery situations with professionalism, empathy, discretion, and a sense of urgency.
Follow up with guests after concerns have been addressed to ensure satisfactory resolution.
Coordinate VIP amenities, room preferences, special occasions, and personalized guest experiences with appropriate departments.
Monitor guest feedback, surveys, online reviews, and service trends to identify opportunities for improvement.
Maintain accurate documentation of guest concerns, incidents, preferences, and resolutions in applicable hotel systems.
Partner with department leaders to investigate recurring guest issues and implement corrective actions.
Empower and coach team members to resolve guest concerns effectively and deliver consistent service.
Support Front Office operations during peak periods, including arrivals, departures, lobby management, and other guest-service needs.
Ensure guest privacy, confidentiality, safety, and security procedures are consistently followed.
Assist with escalated situations and communicate significant guest or operational matters to hotel leadership.
Build strong relationships with guests to encourage loyalty, repeat business, and positive feedback.
Support Hilton Honors recognition and ensure eligible guests receive appropriate program benefits.
Participate in daily operational meetings and communicate relevant guest information to appropriate departments.
Perform Manager-on-Duty responsibilities when assigned.
Maintain professional appearance and conduct consistent with hotel and Hilton standards.
Perform additional duties as assigned by hotel management.