Luxury Guest Relations Lead — VIP & Personalised Experiences

Hospitaliti; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Constance Ephelia Resort in New York, via Hosco, seeks an Assistant Guest Relations Manager to elevate guest experiences and uphold the highest service standards at a luxury property. The role emphasizes leadership, cross‑department collaboration, and personalized guest services, with a focus on VIP experiences, pre‑arrival coordination, and seamless operations.

Fluency in multiple languages and a background in hospitality are essential, with a proactive mindset and a commitment to exceptional

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• Fluency in French, Italian, or Arabic, with excellent English communication.
• Minimum 3 years' experience in guest relations or hospitality management.
• Strong leadership and team management capabilities.
• Proficiency in hotel management software and Microsoft Office.

Responsibilities

• Ensure a warm welcome and fond farewell for all guests, creating memorable impressions.
• Organise and manage events, VIP arrivals, and personalised guest experiences tailored to individual preferences.
• Conduct regular guest satisfaction surveys and implement improvements based on feedback to enhance overall satisfaction.
• Train and mentor new team members in guest relations best practices and luxury hospitality standards.
• Maintain accurate guest records and preferences using hotel management software to enable personalised service delivery.
• Assist in developing and implementing strategies to enhance guest satisfaction and loyalty programmes.
• Handle guest complaints and concerns with professionalism, ensuring swift resolution and follow-up.
• Coordinate with other departments (housekeeping, food and beverage, concierge) to ensure seamless guest experiences.
• Manage guest communications, including correspondence, special requests, and pre-arrival information.
• Monitor and maintain service quality standards across all guest touchpoints.
• Support the coordination of concierge services and arrange bespoke experiences for guests.

Skills

Leadership

Guest relations

Multilingual

Communication (English)

Team management

Customer service

Education

Bachelor's degree in Hospitality Management

Tools

Hotel management software

Microsoft Office Suite

Job description

Constance Ephelia Resort in New York, via Hosco, seeks an Assistant Guest Relations Manager to elevate guest experiences and uphold the highest service standards at a luxury property. The role emphasizes leadership, cross‑department collaboration, and personalized guest services, with a focus on VIP experiences, pre‑arrival coordination, and seamless operations.

Fluency in multiple languages and a background in hospitality are essential, with a proactive mindset and a commitment to exceptional