Guest Relations Manager / Duty Manager
Primary Objectives
- Deliver consistent excellence in guest service, operational efficiency, and team leadership.
- Oversee the daily management and performance of the Guest Relations Team, including staffing, training, and development.
- Utilise the PMI Management System to ensure accurate scheduling, performance tracking, and operational accountability.
- Act as the primary point of contact for booking agents, performers, and artists involved in cabaret shows and concerts.
- Maintain seamless communication between departments to support smooth hotel and event operations.
- Uphold the hotel’s service standards, values, and brand expectations at all times.
Key Duties & Responsibilities
Guest Experience
- Warmly welcome guests, ensuring a personalised, professional, and memorable experience.
- Anticipate guest needs and proactively address queries, requests, and concerns.
- Manage escalated issues efficiently, ensuring positive and timely resolutions.
- Monitor guest satisfaction levels through direct feedback, reports, and post-stay insights.
Operational Responsibilities
- Oversee day-to-day operations of the Guest Relations and Front Office areas.
- Ensure all guest touchpoints are consistently presented to a high standard.
- Maintain accurate records, reports, and documentation through the PMI Management System.
- Coordinate guest arrivals, VIP treatments, special requests, and event-related requirements.
- Support the smooth running of all operational departments as acting Duty Manager when scheduled.
- Ensure compliance with hotel policies, cash-handling procedures, and operational checklists.
Events & Seasonal Responsibilities
- Lead the planning, organisation, and execution of hotel dressing and décor for annual seasonal and holiday events, including:
- Easter
- Halloween
- St. Patrick’s Day
- Christmas
- Other themed celebrations and festivals as directed
- Coordinate with internal teams and suppliers to ensure decorations are installed, maintained, and removed professionally.
- Ensure all seasonal décor aligns with hotel brand standards, guest expectations, and safety regulations.
- Work with management to develop creative concepts, décor themes, and guest engagement activations.
Team Management & Leadership
- Lead, support, and develop the Guest Relations Team with a positive and professional approach.
- Manage staffing levels, rota planning, and shift allocation through the PMI Management System.
- Hold team members accountable for delivering service excellence and maintaining presentation standards.
- Conduct coaching sessions, ongoing training, and performance reviews to ensure continuous improvement.
- Promote a collaborative, respectful, and motivated team environment.
Cabaret Shows, Concerts & Entertainment Liaison
- Serve as the key liaison for booking agents, performers, and artists attending hotel events.
- Coordinate artist requirements, schedules, arrival logistics, backstage needs, accommodation, and hospitality.
- Maintain accurate communication with internal teams (events, F&B, technical support, and management).
- Ensure all performers receive a high standard of service and a seamless experience.
- Support event-day operations, problem-solving, and guest/artist interaction where required.
Compliance & Professional Standards
- Report for duty punctually and in full professional uniform.
- Maintain excellent personal grooming and uphold the hotel’s appearance standards.
- Ensure adherence to all health, safety, fire, and hygiene regulations.
- Maintain confidentiality, professionalism, and discretion at all times.
- Provide cross-departmental support when required, representing management during Duty Manager shifts.
To apply for this role, please contact Natasha Gilleece, HR Manager Natasha.gilleece@harveyspoint.com
