Guest Relations Manager

About the role

The Guest Relations Manager leads the Guest Services and Front Desk team at The Ritz‑Carlton Amman, ensuring the highest standards of hospitality and service for all guests. This role oversees daily operations in the lobby, directs guest flow, and resolves service issues promptly.

Key responsibilities

• Manage Guest Services and Front Desk operations, supervising staff and stepping in when needed.
• Maintain daily service standards, handle guest complaints, and resolve disputes to ensure satisfaction.
• Support implementation of guest‑recognition programs and safety initiatives, including regular facility inspections.
• Ensure compliance with all hotel policies, emergency procedures, and loss‑prevention protocols.
• Lead by example, fostering trust, respect, and cooperation among team members.

Required profile

• High school diploma or GED with at least 1 year of guest‑services or front‑desk experience, OR a 2‑year degree in Hotel Management, Hospitality, Business Administration, or a related field.
• Strong interpersonal and communication skills, integrity, and a leadership mindset.
• Ability to understand and perform duties of team members in their absence.
• Commitment to delivering exceptional customer service and maintaining a safe, welcoming environment.

Required skills