Rooms Operations and Guest Experience Manger

The VIP / Guest Relations Manager is responsible for creating exceptional and memorable experiences for hotel guests, with a special focus on VIPs, loyalty members, corporate clients, and special occasion guests. This role serves as the primary point of contact for guest relations, ensuring personalized service, anticipating guest needs, resolving concerns, and maintaining the highest levels of guest satisfaction.

Key Responsibilities:

• Review daily arrivals to identify and prioritize VIPs, loyalty members, and special guests; coordinate room assignments, amenities, and celebrations accordingly
• Inspect and prepare all VIP rooms to brand and property standards
• Serve as the primary point of contact for guest concerns, resolving issues promptly and following up to ensure satisfaction
• Monitor guest feedback, online reviews, and satisfaction scores; assist with response strategies
• Partner with Front Office, Housekeeping, and Food & Beverage to fulfill guest preferences and special requests
• Actively support marketing initiatives and special hotel events, ensuring seamless guest experiences throughout
• Block and balance the house daily, managing room inventory to maximize operational efficiency
• Perform Front Office duties as needed to support the team

Qualifications:

• 2–5 years of hotel operations, front office, or guest relations experience
• Strong communication, problem-solving, and organizational skills
• Ability to remain calm and professional under pressure
• High energy, entrepreneurial mindset, and passion for exceptional service
• Flexible availability including evenings, weekends, and holidays
• Proficiency in Microsoft Word and Excel
• Ability to work effectively with guests and colleagues of diverse backgrounds

All hires must complete Form I-9 and verify eligibility to work in the United States

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.