Guest Relations Manager

Job Overview

The Guest Relations Manager acts as the Property Manager on Duty, overseeing all operations to ensure premium hospitality and service standards. This role involves representing management for guest-related matters, managing inquiries and directing guests within the lobby, and overseeing the tracking and resolution of service issues.

Candidate Profile

Education and Experience:

• High school diploma or equivalent with minimum 2 years of experience in guest services, front desk, or related professional area.
• OR a 2-year accredited degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field with no prior work experience required.

Core Responsibilities

• Lead guest services teams through effective communication, promoting integrity, sound business decisions, and leading by example.
• Build a team environment that fosters mutual trust, respect, and cooperation while celebrating achievements and recognizing contributions.
• Oversee employee supervision and daily operations, stepping in to perform roles as necessary.
• Develop strategic goals and plans to prioritize and organize work efficiently.
• Address complaints, resolve disputes, and negotiate conflicts to maintain guest satisfaction and uphold property integrity.
• Collaborate with other departments to support hotel operations and expedite issue resolution.
• Ensure regular communication with employees regarding business objectives, performance recognition, and desired outcomes.
• Understand financial aspects such as budgets, operating statements, and payroll progress to assist in department fiscal management.
• Deliver exceptional customer service that exceeds expectations, providing direct assistance and coaching staff to continuously improve service quality.
• Handle guest problems and complaints professionally and empower staff to do the same.
• Implement customer recognition and service programs consistent with hotel standards and policies.
• Administer property policies fairly, including disciplinary procedures and payroll management in compliance with SOPs and local guidelines.
• Identify training needs, provide mentorship, engage in employee evaluation, and foster open communication to enhance team development.
• Maintain high visibility during peak periods, manage emergency protocols, and perform front desk duties during busy times.

Additional Information

Location: Ras Abu Abboud Street, PO Box 26662, Doha, Qatar.
Employment: Full-time, onsite.
Job Category: Rooms & Guest Services Operations.
Equity Statement: The company is an equal opportunity employer valuing diversity and inclusion, committed to non-discrimination on all protected bases.

The Ritz-Carlton is globally recognized for setting high standards in luxury hospitality. Employees are expected to embody the company's Gold Standards, Employee Promise, Credo, and Service Values, providing heartfelt and exemplary service every day.