Guest Relations Manager

Will be responsible for ensuring an exceptional experience for guests before, during, and after their stay, anticipating needs, coordinating special requests, managing VIP guests, and following up on complaints and operational situations. Additionally, will lead the Guest Relations and Concierge team, aligning their functions with SLS service standards.

• Monitor guest experience from arrival to check-out.
• Anticipate needs through analysis of frequent guest history and individual preferences.
• Coordinate special attention for VIP guests, celebrations, and high-profile stays.
• Implement welcome protocols, courtesies, upgrades, and post-stay follow-up.
• Lead and train the Guest Relations, Concierge, and Bell Boys team.
• Establish standards of communication, presentation, and service for the team under their charge.
• P personally handle critical complaints, delicate requests, or unsatisfactory experiences.
• Serve as a key point of contact between Front Office and departments of Housekeeping, Food & Beverage, Spa, and Security.
• Coordinate special requests involving multiple areas.
• E nsure compliance with VIP protocols and guests with special needs