Guest Relations Manager

OUR PURPOSE AND CULTURE

At Rosewood Hotel Group, we are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every destination while setting new benchmarks for positive impact.

As a pioneering collective with a shared purpose, we curate extraordinary moments and honour the soul of every place along our journey. At Rosewood, we answer The Calling. Together, we Make the Place.

Rosewood Blue Palace will open in Crete, Greece, in April 2027, and we are now seeking talented individuals to help bring the re-imagining of this stunning property to life.

The Guest Relations Manager will be based on-site at the hotel in Elounda, Crete.

THE ROLE

As Guest Relations Manager at Rosewood Blue Palace, you will play a pivotal role in shaping and elevating the overall guest experience, ensuring that every interaction reflects the highest standards of personalised luxury hospitality.

HOW YOU'LL MAKE THE PLACE

Guest Experience & Personalisation:

• Act as a key point of contact for VIP guests, building meaningful relationships and ensuring their individual expectations are anticipated and exceeded.
• Develop and implement creative and personalised amenity programmes, ensuring that guest preferences, special occasions and individual interests are recognised throughout their stay.
• Design and oversee distinctive VIP, celebration, explorer and pet amenity programmes, reflecting the hotel's identity and the unique character of the destination.
• Ensure guest preferences, interests, hobbies, affiliations and other relevant information are accurately recorded and updated in the appropriate systems.
• Monitor guest satisfaction, identify service gaps and take proactive action to enhance the overall guest experience.
• Personally oversee complex guest concerns and service recovery situations, ensuring timely resolution and appropriate follow-up.
• Continuously identify opportunities to introduce innovative service initiatives that exceed guest expectations and strengthen guest loyalty.

Operational Excellence & Departmental Coordination:

• Lead and oversee the daily operations of the Guest Relations, Guest Service Center and Butler departments, ensuring effective coordination, communication and service delivery.
• Ensure the effective use of Alliants and other designated systems, maintaining high standards of guest communication, accurate information recording and timely follow-up.
• Conduct regular service quality audits, including anonymous Guest Service Center calls, to evaluate compliance with established procedures and LQA standards.
• Develop, implement and continuously improve departmental Standard Operating Procedures, operational workflows and best practices.
• Oversee the coordination of arrivals, departures, luggage handling, rooming and other Front of House activities, providing operational support during peak periods when necessary.
• Prepare and review departmental reports, analysing guest satisfaction feedback, operational performance and emerging trends to identify improvement opportunities.

Financial Management & Business Performance:

• Manage and monitor the resort's amenity budget, ensuring that all guest amenities and personalised programmes remain within approved financial allocations.
• Monitor departmental inventory and operating expenses, identifying opportunities to optimise resources and improve operational efficiency.
• Support departmental revenue objectives through appropriate upselling initiatives and the promotion of the hotel's services and experiences.

COULD THIS BE YOU?

• Previous management experience in Guest Relations, Front Office or Guest Experience, preferably within an internationally recognised luxury or ultra-luxury hotel.
• A minimum of three years of supervisory or management experience in luxury hospitality, ideally with exposure to multiple Front of House functions.
• Proven ability to lead, motivate and develop diverse teams while maintaining exceptional service standards.
• Strong understanding of VIP guest management, personalised service delivery, guest satisfaction and service recovery.
• Excellent interpersonal and communication skills, with the ability to build meaningful relationships with guests, associates and senior management.
• Strong organisational and analytical skills, with the ability to monitor departmental performance, analyse guest feedback and implement improvement initiatives.
• Commercial awareness and experience in budget management, cost control and resource optimisation.
• Demonstrated ability to develop and implement operational procedures, service initiatives and training programmes.
• A creative, proactive and solution-oriented mindset, with a genuine passion for anticipating guest needs and creating memorable experiences.
• Excellent computer skills, including Microsoft Office; previous experience with Opera PMS and Alliants would be considered an advantage.
• Excellent command of written and spoken English. Knowledge of Greek and additional languages would be considered an advantage.
• Flexibility to work varied shifts, including evenings, weekends and public holidays, according to operational requirements.

BENEFITS & CAREER DEVELOPMENT OPPORTUNITIES

• The opportunity to join an internationally recognised luxury hospitality group and become part of the Rosewood Hotel Group family.
• A competitive remuneration package.
• Complimentary meals during working hours, served in the hotel's dedicated staff canteen.
• Transportation to and from the hotel.
• Monthly Benefits Card.
• Access to training and development programmes designed to enhance your skills and support your professional growth.
• A supportive and inclusive working environment that values individuality, collaboration and mutual respect.
• Accommodation support may be available for associates relocating to Crete, subject to company policy.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honour the history, culture and geography of our destinations. We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them. Our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.