Guest Relations Manager

As a Guest Relations Manager in a luxury environment, you will serve as the face of the property, ensuring exceptional guest experiences from arrival to departure. You will anticipate and fulfill guest needs, resolve concerns with discretion and professionalism, and maintain the highest standards of personalized service to uphold the brand's prestige.

• Greet and welcome VIPs and high-profile guests with warmth and professionalism.

• Oversee the guest experience journey to ensure seamless and luxurious service throughout their stay.

• Handle guest feedback, special requests, and complaints swiftly and effectively, ensuring complete satisfaction.

• Coordinate with all departments (housekeeping, concierge, F&B, spa, etc.) to deliver a cohesive and memorable guest experience.

• Maintain strong guest relations through personalized communication, follow-ups, and service recovery when needed.

• Supervise, train, and mentor guest relations and front-of-house staff.

• Maintain updated knowledge of hotel services, promotions, local attractions, and cultural sensitivities.

• Analyze guest feedback and implement service improvements to continually elevate the guest experience.

• Develop loyalty and rapport with repeat guests and VIP clientele, ensuring their preferences and expectations are met or exceeded.

• Ensure all guest touchpoints reflect the standards and elegance expected of a luxury brand.

• Bachelors degree in Hospitality Management or related field (preferred).

• Minimum 35 years of experience in guest relations or front office management in a 5-star or luxury hospitality setting.

• Impeccable grooming and communication skills.

• Strong emotional intelligence and ability to handle sensitive situations with diplomacy.

• Proficiency in multiple languages is a plus.

• Knowledge of property management systems (e.g., Opera, Fidelio) and CRM tools.

• Availability to work flexible hours, including weekends and holidays.

• Guest-Centric Mindset: A natural passion for excellence in service and hospitality.

• Attention to Detail: Precision in anticipating and meeting guest needs.

• Leadership: Ability to inspire and lead a high-performing team with grace.

• Problem-Solving: Poise under pressure with creative, tactful solutions.

• Cultural Sensitivity: Able to interact respectfully with guests from diverse backgrounds.

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities .
• MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
• MCR was named one of Fast Company s 10 Most Innovative Travel Companies of 2020 .
• MCR is a three-time recipient of the Marriott Partnership Circle Award , the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer .
• For the TWA Hotel at New Yorks JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

What we offer/Whats in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members