Position Overview

We are seeking a dynamic Guest Relations Manager to lead our front-of-house operations and ensure exceptional guest experiences. The ideal candidate will combine hospitality expertise with leadership skills to maintain our high standards of service excellence while managing daily operations and guest interactions.

Key Responsibilities

Guest Experience Management

Oversee all aspects of guest relations and customer service delivery

Ensure seamless guest journey from arrival to departure

Handle VIP guest requirements and special arrangements

Resolve guest concerns promptly and professionally

Maintain guest feedback systems and implement improvements

Operational Excellence

Manage daily operations of the guest relations team

Coordinate with other departments to ensure smooth service delivery

Oversee reservation systems and guest booking processes

Monitor and maintain service standards

Implement and update standard operating procedures

Team Leadership

Lead, train, and motivate the guest relations team

Schedule and coordinate team rotations

Conduct regular team briefings and training sessions

Monitor and evaluate team performance

Mentor team members for professional development

Business Development

Identify opportunities to enhance guest experience

Analyze guest feedback and implement improvements

Develop and maintain relationships with key partners

Contribute to marketing and promotional initiatives

Monitor competitor activities and market trends

Required Qualifications

Experience & Education

Minimum 2 years of experience in luxury hospitality venues

Proven track record in guest relations management

Experience in high-end customer service

Relevant degree in Hospitality Management or related field preferred

Technical Skills

Proficiency in hospitality management systems

Strong computer skills including MS Office Suite

Experience with CRM systems

Knowledge of health and safety regulations

Understanding of revenue management principles

Personal Qualities

Exceptional communication and interpersonal skills

Strong leadership abilities

Professional appearance and demeanor

Ability to work under pressure

Flexible schedule including weekends and holidays

Problem-solving capabilities

Cultural awareness and sensitivity

Core Competencies

Customer service excellence

Team management

Conflict resolution

Decision making

Time management

Multi-tasking abilities

Crisis management

Work Environment

Fast-paced, luxury hospitality setting

Standing for extended periods

Weekend and evening work required

High-volume customer interaction

Dynamic and innovative atmosphere

Benefits Package

Competitive salary

Health insurance

Professional development opportunities

Staff meals

Industry perks

Career growth potential

Application Process

Interested candidates should submit:

Updated CV highlighting hospitality experience

Cover letter detailing relevant experience

Professional references (upon request)

Please send your application to: careers@sunsethospitality.com

Subject line: "Application - Guest Relations Manager"

Note: Only shortlisted candidates will be contacted for interviews.

About Us

Sunset Hospitality Group was founded in 2011 to create unique experiences worldwide through a diverse mix of hospitality concepts. From the outset, SHG established itself as a pioneer, delivering exceptional experiences and reshaping the industry landscape. From the Spanish restaurants Tapeo and El Sur to specialty properties like Rare, Chic, Regina and Story, the Group delivered memorable experiences.

SHG has a presence in 25 countries and a portfolio of more than 85 properties with a proven record of delivering a blend of high-quality services at exceptional locations.

SHG’s portfolio includes renowned concepts, including METT Hotels & Resorts, Azure Beach, Ammos, Dream, Drift Beach, AURA, SUSHISAMBA, DREAM, L’Amo Bistro del Mare, ATTIKO, Black Tap, Luigia, Lola Taberna Española, Signor Sassi, Goldfish, Isola, Raise Fitness & Wellness, and many more.