Are you passionate about creating unforgettable guest experiences? Join us as Guest Relations Manager and lead our team to exceed the expectations of every guest, especially VIPs and IHG Rewards Club members. Ensure smooth operations, high service standards, and compliance with all regulations while inspiring your team to deliver excellence.

Your day to Day

• Lead and manage the daily activities of the Guest Relations team, ensuring proper coverage and smooth operations.
• Coordinate VIP, IHG Rewards Club, and Ambassador guest arrivals, departures, and special requests, delivering personalized service.
• Conduct pre-shift meetings, review daily priorities, and communicate expectations to staff.
• Monitor guest satisfaction through comment cards, social media, and loyalty program feedback, developing strategies to enhance the guest experience.
• Drive guest and colleague engagement using True Hospitality skills and champion the Holiday Inn Brand and IHG Loyalty programs.
• Oversee check-in/check-out, reservations, financial transactions, and luggage handling while ensuring accessibility and personalized services for all guests.
• Train, coach, and equip staff with tools, knowledge, and supplies to perform effectively, ensuring compliance with safety and emergency procedures.
• Promote hotel amenities and programs, coordinating with other departments to deliver seamless service.
• Prepare and analyze operational and guest satisfaction reports to support decision-making and continuous improvement.

What we need from you

Education 

• Diploma qualification in Hospitality Management or equivalent.  

Experience 

• 3-5 years’ experience a similar position or a related field experience preferably in a hotel of similar size and complexity and including supervisory experience. 
• Experience in a 5-star luxury hotel company is essential. 

Skills

·  Excellent English communication; second language a plus.

·  Strong leadership, interpersonal, and team motivation skills.

·  Proficient with PMS, Excel, PowerPoint, and related systems.

·  Creative problem-solving, negotiation, and influencing abilities.

·  Effective time management, multitasking, and organizational skills.

·  Self-directed, proactive, and relationship-oriented.

·  Maintains confidentiality and professionalism.

·  Flexible to work rotational shifts, weekends, and holidays.

What you can expect from us

• We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 
• Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 
• IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, weare committed to supporting wellbeing in your health, lifestyle, and workplace. 
• So, join us and you’ll become part of our ever-growing global family.