The hotel work of looking after each guest's experience of a stay: arrivals, preferences, special requests, feedback and complaints.
Discover NYC, a Government of Singapore careers guide, describes the guest relations manager handling feedback, complaints and special requests, building relationships with repeat guests, VIPs and long-stay guests, coordinating with the front office, housekeeping and food and beverage teams, and training guest relations officers. Starting as a guest relations officer is the usual way in, and experience in luxury hotels and other languages helps.
The work sits between two neighboring roles. The same guide separates it from the front office: front office managers focus on desk operations, such as check-ins, payments, systems and staffing, while guest relations managers focus on the experience of the stay. The concierge handles arrangements and local knowledge; the Swiss careers portal orientation.ch lists booking shows, restaurant tables and cars, and advice on what to visit.
In job listings
Hotels and resorts advertise guest relations agents, officers, interns, managers and directors, with duties such as VIP arrivals, pre-stay planning, in-room check-ins and resolving requests. In retail, the title can name a showroom host who serves drinks to clients and assists the sales team. See current guest relations roles.
