Guest Relations Manager; Hotel

Job Overview

The ideal candidate will have experience in hospitality or customer experience and thrive on being responsible for delivering excellence in service. Guest Relations must have strong communication skills, a solid work ethic, and the ability to provide intuitive service to pay close attention to the needs of our guests. They will be required to perform and fulfill both Front Desk and Concierge-related duties.

The Guest Relations team is responsible for making sure that our guests’ expectations are exceeded, and for always providing the highest level of service.

• Deliver exceptional guest service aligned with LRMB standards.
• Lead Guest Relations operations to ensure consistent guest satisfaction.
• Supervise and mentor team members; manage performance and development.
• Oversee hiring, onboarding, training, scheduling, and evaluations.
• Ensure service etiquette is upheld, including proactive guest engagement and complaint resolution.
• Maintain accurate guest profiles in the PMS and manage updates in the Alice platform.
• Coordinate amenities and concierge services for all guest arrivals, including children and pets.
• Execute seamless pre-arrival, check-in, in-house, and departure experiences per LRMB protocols.
• Build and manage relationships with preferred vendors for concierge services.
• Ensure accurate billing of concierge services and guest charges.
• Conduct daily pre-shift meetings to align the team on guest status and priorities.
• Respond to guest reviews and feedback promptly; recommend service improvements.
• Continuously enhance skills and contribute to LRMB’s mission and values.

• Exceptional interpersonal and communication skills, both in person and by phone
• Fluent in written and spoken English
• Proficient in learning and using multiple software systems
• Collaborative and team-oriented across departments
• Self-motivated and proactive with a strong work ethic
• Prior experience in hotel Front Office or Concierge management required
• Flexible availability, including evenings, weekends, and holidays
• Familiarity with local attractions, restaurants, and entertainment venues preferred
• Detail-oriented with strong multitasking and coordination abilities
• Professional demeanor with a personable and enthusiastic attitude
• Highly organized and capable of working independently
• Able to prioritize and perform under pressure
• Reliable transportation required

• Minimum 5 years of experience in Concierge or Guest Relations management
• Strong analytical and problem-solving skills
• Advanced proficiency in computer systems and software
• Fluency in multiple languages preferred (Spanish)