Guest Relations Manager

About the role

Hospitality Group Careers is recruiting a full-time, on-site Guest Relations Manager based in Phnom Penh, Cambodia. The role oversees all aspects of the guest experience, managing inquiries, feedback and complaints so they are resolved promptly and courteously. It also supervises front-of-house guest relations staff, coordinates training and implements service standards.

Key responsibilities

• Greet and engage with guests and monitor service quality
• Manage guest inquiries, feedback and complaints, ensuring prompt and effective resolution
• Supervise front-of-house guest relations staff and coordinate their training
• Collaborate with other departments to meet guest needs
• Analyze guest feedback and recommend improvements
• Maintain detailed records and prepare reports on guest satisfaction metrics
• Support initiatives that improve the overall guest journey

Required profile

• Demonstrated experience in customer satisfaction management, including handling feedback and resolving issues
• Background in training team members on service standards, guest interaction and hospitality best practices
• Relevant experience in hotel or hospitality management, preferably in a supervisory or managerial role
• Ability to work on-site in Phnom Penh, with strong cultural awareness and sensitivity
• Diploma or degree in Hospitality Management, Tourism, Business Administration or a related field is preferred

Required skills

• Strong guest relations and customer service skills
• Excellent verbal and written communication with guests and internal teams
• Solid organizational and problem-solving skills, with attention to detail
• Proficiency in English; additional regional languages are an advantage