Customer Relations Manager

Job Description:

Our client is a renowned hotel offering world-class hospitality, personalized service, and exceptional guest experiences. Our client is now seeking a talented and experienced Customer Relations Manager to elevate the guest journey and ensure every stay exceeds expectations. The Customer Relations Manager will serve as the primary liaison between the hotel and its guests, ensuring satisfaction throughout all stages of their stay. This role is pivotal in maintaining high guest satisfaction scores, handling service recovery, and building lasting relationships with new and returning guests.

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Key Responsibilities:

• Welcome VIP guests and key accounts, ensuring personalized attention and exceptional service throughout their stay
• Resolve guest complaints promptly and professionally, ensuring follow-up and service recovery when needed
• Monitor guest feedback channels (e.g., surveys, TripAdvisor, Google Reviews) and implement service improvements
• Coordinate with front office, housekeeping, F&B, and concierge teams to ensure guest preferences and special requests are fulfilled
• Maintain strong relationships with repeat guests and corporate clients, promoting loyalty and return visits
• Train front-line staff on service excellence and guest engagement best practices
• Maintain accurate records of guest preferences, feedback, and incident reports
Collaborate with marketing and reservations teams on guest experience initiatives and loyalty programs

Requirements:

• Degree in Hospitality Management or related field
• Minimum 5 years of customer-facing experience in luxury or boutique hotel environments
• Strong communication, interpersonal, and conflict resolution skills
• Highly service-oriented with attention to detail and cultural sensitivity
• Fluent in English; additional languages are an advantage
Proficient in hotel management systems (e.g., Opera, Fidelio) and CRM tools

EA Licence No: 23S1615