Assistant Guest Relations Manager

Job Location:

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people.

Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits.

Key Responsibilities

• Assist the Guest Relations Manager in overseeing the daily operations of the Guest Relations team and ensuring smooth and efficient service delivery.
• Welcome, greet, and engage with guests throughout their stay, providing warm, personalized, and attentive service.
• Build strong relationships with guests and anticipate their needs and preferences to create memorable and meaningful experiences.
• Handle guest requests, feedback, and complaints professionally and promptly, ensuring appropriate follow-up and resolution.
• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.
• Ensure all Guest Relations activities and services are delivered in accordance with hotel policies, brand standards, LQA, and Forbes standards.
• Support the team in creating personalized guest experiences, including special occasions, VIP arrangements, celebrations, and other guest requests.
• Coordinate closely with Front Office, F&B, Housekeeping, Concierge, and other departments to ensure seamless guest service.
• Conduct regular briefings and provide guidance, coaching, and support to Guest Relations Team Members.
• Assist in monitoring team performance and maintaining consistent service standards.
• Maintain accurate guest profiles, preferences, feedback, and service recovery records in the hotel system.
• Follow up on guest feedback and ensure appropriate actions are communicated to the relevant departments.
• Support VIP arrivals, departures, special requests, and guest recognition programs.
• Assist with training and developing Team Members to enhance their product knowledge, communication skills, and service delivery.
• Support upselling and cross-selling opportunities where appropriate, while ensuring recommendations are tailored to guest preferences.
• Prepare and communicate relevant guest information during daily briefings and shift handovers.
• Assist the Guest Relations Manager with reports, administrative tasks, and departmental projects.
• Act as the Guest Relations Manager in their absence when assigned.
• Perform other duties and responsibilities as assigned by the management.

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field.
• Minimum 2–3 years of experience in Guest Relations, Front Office, or a similar guest-facing role within a luxury or upscale hotel.
• Previous supervisory or team-leadership experience is preferred.
• Strong knowledge of luxury hospitality service standards, guest engagement, and service recovery.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong leadership skills with the ability to motivate, coach, and develop team members.
• Excellent command of spoken and written English; additional languages are an advantage.
• Professional appearance, positive attitude, and genuine passion for delivering exceptional guest experiences.
• Strong attention to detail and the ability to remain calm and professional under pressure.
• Good computer skills and experience with hotel Property Management Systems (PMS) and Microsoft Office.
• Flexible to work shifts, weekends, public holidays, and according to operational requirements.

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