Guest Relations Manager

About the role

The Guest Relations Manager is responsible for leading the Guest Relations section, delivering the highest professional service standards and representing hotel management in all guest matters.

Key responsibilities

• Maintain COYLE audit results of 85% or higher and achieve Guest Satisfaction Survey scores of 5 or above.
• Promote the hotel and its outlets, minimize and efficiently resolve guest complaints, and support reception duties when needed.
• Communicate hotel philosophy, provide in‑depth knowledge of the property and city, and manage VIP information and itineraries.
• Monitor and respond to online guest reviews, welcome and escort top VIPs, and ensure accurate guest profiles.
• Handle guest complaints, maintain records, and coordinate with operational departments for optimal satisfaction.
• Participate in daily briefings, report hazards, and make decisions on upgrades, comps, and rebates per policy.

Required profile

• Egyptian nationality with a valid work permit.
• Higher education and minimum 3 years’ managerial experience in Front Office or Guest Relations at a five‑star international hotel.
• Excellent English communication skills; additional languages are a plus.
• Strong supervisory abilities, luxury hotel experience, and knowledge of hotel operations and VIP protocols.

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Advanced knowledge of Opera Cloud system.
• Basic knowledge of Micros.