Guest Relations Manager - Grande Centre Point Voyage Pattaya

Job Summary

Lead and oversee the Guest Relations team to ensure exceptional guest experiences throughout all stages of the guest journey. Maintain high levels of guest satisfaction by providing personalized service, handling guest concerns professionally, and ensuring all VIPs and special guests receive outstanding hospitality in accordance with the hotel?s luxury service standards.

Key Responsibilities
- Manage and supervise the daily operations of the Guest Relations.
- Ensure all guests receive warm, professional, and personalized service throughout their stay.
- Handle guest complaints, feedback, and service recovery in a timely and professional manner.
- Coordinate VIP arrivals, special requests, amenities, and personalized guest experiences.
- Build strong relationships with guests to enhance guest loyalty and satisfaction.
- Work closely with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
- Monitor guest feedback, online reviews, and satisfaction scores, and implement improvement plans where necessary.
- Train, coach, and motivate the Guest Relations team to maintain high service standards.
- Prepare operational reports and guest satisfaction analyses for management review.
- Ensure compliance with hotel policies, brand standards, and luxury hospitality practices.