Job Description
- Develop and implement regional guest relations and CRM strategies across all hotels
- Ensure delivery of exceptional guest experience at every stage of the guest journey
- Oversee VIP guest handling, personalized services, and special guest requests
- Manage and improve guest complaint handling and service recovery processes
- Monitor guest satisfaction scores (e.g., surveys, online reviews) and implement improvements
- Lead CRM system implementation and ensure effective use of guest data across properties
- Develop guest loyalty programs and personalized engagement strategies
- Ensure consistency of guest service standards across all hotel properties
- Train and develop guest relations teams to deliver luxury service excellence
- Analyze guest feedback trends and implement operational improvements
- Collaborate with Operations, Sales, Marketing, and Revenue teams to enhance guest experience
- Manage reputation management across online platforms and review channels
- Develop standard operating procedures for guest relations and CRM activities
- Ensure accurate guest profiling and data management for personalized service delivery
- Lead initiatives to improve guest retention and repeat visitation rates
- Support pre-opening projects to establish guest experience frameworks and systems
- Coordinate special events, VIP arrivals, and high-profile guest stays
- Ensure service recovery excellence in critical guest situations
- Report guest satisfaction performance, CRM insights, and improvement actions to VP of Operations
- Continuously innovate guest experience strategies to enhance brand loyalty and emotional connection with guests
- 8–15+ years of experience in guest relations, hospitality operations, or CRM management
- Minimum 5 years in a senior regional or multi-property guest experience leadership role
- Strong experience in luxury hotels or all-inclusive resort operations
- Proven expertise in CRM systems, guest loyalty programs, and customer experience strategies
- Strong understanding of service recovery, complaint management, and guest satisfaction metrics
- Excellent leadership, communication, and interpersonal skills
- Strong analytical skills for interpreting guest feedback and experience data
Fluency in English; and two languages min
