FAENA
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Guest Relations Manager
role at
FAENA
The Guest Relations Manager is the guardian of the guest journey — ensuring every experience from pre-arrival to departure reflects the warmth, precision, and artistry of the Faena brand. This role leads the Guest Relations team in anticipating guest needs, managing VIP programs, and curating personalized experiences that turn moments into memories. The Guest Relations Manager acts as the central liaison between guests and all departments, championing service excellence and consistency.
This full-time position has an annual salary of $100,000.
Duties And Responsibilities
Oversee all guest relations operations, ensuring exceptional service and seamless coordination across departments
Manage all VIP, celebrity, and repeat guest programs, maintaining discretion and accuracy of preferences
Lead pre-arrival communication and personalized itinerary creation for high-profile guests
Conduct meet-and-greets for VIP and suite arrivals, ensuring thoughtful touches and immediate resolution of needs
Monitor guest satisfaction scores and feedback channels, implementing action plans to enhance experience quality
Supervise and mentor Guest Relations Agents and Butlers, fostering proactive communication and team cohesion
Conduct daily pre-shift briefings, assigning guest assignments and reviewing arrivals and departures
Coordinate with Front Office, Concierge, Housekeeping, and F&B to ensure all guest touchpoints are aligned
Handle guest recovery situations with professionalism, empathy, and strategic follow-up
Maintain accurate guest profiles, notes, and preferences in PMS and CRM systems
Analyze guest trends and feedback to develop initiatives that drive loyalty and recognition
Ensure compliance with brand standards and departmental SOPs
Prepare daily VIP reports and communicate updates to executive leadership
Seniority level Mid‑Senior level
Employment type Full‑time
Job function
Management and Manufacturing
Industries: Business Consulting and Services
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Guest Relations Manager
role at
FAENA
The Guest Relations Manager is the guardian of the guest journey — ensuring every experience from pre-arrival to departure reflects the warmth, precision, and artistry of the Faena brand. This role leads the Guest Relations team in anticipating guest needs, managing VIP programs, and curating personalized experiences that turn moments into memories. The Guest Relations Manager acts as the central liaison between guests and all departments, championing service excellence and consistency.
This full-time position has an annual salary of $100,000.
Duties And Responsibilities
Oversee all guest relations operations, ensuring exceptional service and seamless coordination across departments
Manage all VIP, celebrity, and repeat guest programs, maintaining discretion and accuracy of preferences
Lead pre-arrival communication and personalized itinerary creation for high-profile guests
Conduct meet-and-greets for VIP and suite arrivals, ensuring thoughtful touches and immediate resolution of needs
Monitor guest satisfaction scores and feedback channels, implementing action plans to enhance experience quality
Supervise and mentor Guest Relations Agents and Butlers, fostering proactive communication and team cohesion
Conduct daily pre-shift briefings, assigning guest assignments and reviewing arrivals and departures
Coordinate with Front Office, Concierge, Housekeeping, and F&B to ensure all guest touchpoints are aligned
Handle guest recovery situations with professionalism, empathy, and strategic follow-up
Maintain accurate guest profiles, notes, and preferences in PMS and CRM systems
Analyze guest trends and feedback to develop initiatives that drive loyalty and recognition
Ensure compliance with brand standards and departmental SOPs
Prepare daily VIP reports and communicate updates to executive leadership
Seniority level Mid‑Senior level
Employment type Full‑time
Job function
Management and Manufacturing
Industries: Business Consulting and Services
#J-18808-Ljbffr