Guest Relations Manager

As the Guest Relations Manager, you will be responsible for delivering a superior guest experience in a fast-paced and vibrant nightlife setting. You will ensure that every guest feels welcomed and valued, while also managing VIP relationships, addressing guest concerns, and collaborating with other departments to maintain smooth operations. Your role is crucial in creating an unforgettable experience for patrons who expect high-quality service and attention in an energetic, dynamic club atmosphere.

Guest Engagement & Experience:

• Greet all guests upon arrival and ensure that they have a memorable first impression of the club.
• Ensure a seamless guest experience from check-in to departure, including crowd management and maintaining an exclusive, upscale vibe.
• Engage with both first-time visitors and regulars to build relationships, anticipate needs, and provide exceptional service.
• Oversee the guest flow and ensure guests are appropriately seated or escorted to VIP areas, tables, or the dance floor.

VIP & Celebrity Guest Relations:

• Develop and maintain strong relationships with VIPs, celebrities, influencers, and high-profile guests.
• Manage VIP reservations, bottle service, and exclusive accommodations, ensuring their needs are met before, during, and after their visit.
• Coordinate with event staff to ensure VIPs receive personalized experiences.

Event & Night Operations Support:

• Coordinate with the events team to prepare for large-scale or special events, such as guest performances, themed nights, or private parties.
• Ensure event promotions align with guest expectations and that service standards are maintained during high-traffic times.
• Supervise the implementation of guest-centric initiatives during events, ensuring guest satisfaction remains a top priority.

Complaint & Conflict Resolution:

• Handle any guest complaints or conflicts professionally and swiftly, ensuring the guest's experience is not disrupted.
• Offer solutions such as drink comps, upgrades, or free entry to maintain guest loyalty.
• Work with security and management to handle any difficult or disruptive situations, ensuring the club's safety and reputation.

Team Leadership & Training:

• Lead and train front-of-house staff (hosts, security, servers) on guest relations best practices.
• Foster a positive, energetic team environment that mirrors the vibrant culture of the nightlife club.
• Ensure that all staff members are knowledgeable about guest preferences, club policies, and event details.

Monitoring & Reporting:

• Track guest feedback, reviews, and customer satisfaction metrics to continually improve the guest experience.
• Report on guest trends, complaints, and VIP activity to the management team regularly.

• Experience: Minimum of 3-5 years in guest relations or customer service roles within the nightlife, hospitality, or luxury event space.
• Communication: Excellent verbal communication and interpersonal skills; ability to read the room and engage with a diverse clientele.
• Problem-Solving: Ability to remain calm under pressure and handle guest complaints or difficult situations with professionalism.
• Leadership: Strong leadership skills to train and guide a team of front-line staff.
• Familiarity with Tools: Knowledge of reservation and CRM systems (e.g., OpenTable, SevenRooms), as well as a good understanding of nightlife operations.
• Night Shifts: Flexibility to work nights, weekends, and holidays, as this is typical for the nightlife industry.
• Multitasking: Ability to manage multiple tasks while staying organized and focused.
• Networking : Ability to network with influencers, media, and VIPs to enhance the club's guest profile and reputation.

Only shortlisted will be notified.