Guest Relations & Events Manager

Key Duties and Responsibilities • Oversee and enhance the overall guest experience, ensuring exceptional service standards are consistently delivered. • Act as the primary point of contact for guest inquiries, VIP guests, special requests, complaints, and event clients. • Build and maintain strong relationships with guests to encourage repeat business and foster guest loyalty. • Monitor guest satisfaction levels and proactively address concerns to ensure prompt and effective resolution. • Manage reservations, guest preferences, special occasions, private dining experiences, and event bookings. • Coordinate and oversee the planning, organization, and execution of corporate events, social gatherings, promotional events, and special occasions. • Liaise with clients to understand event requirements and ensure successful delivery of all event arrangements. • Work closely with Culinary, Service, Sales, and Operations teams to ensure seamless event execution and guest satisfaction. • Conduct regular floor presence during service periods and events to monitor service quality and guest engagement. • Develop and implement guest engagement initiatives to enhance guest satisfaction, loyalty, and retention. • Ensure all guests are greeted, seated, and attended to in a professional and timely manner. • Oversee table allocation, guest flow, and event setup to maximize operational efficiency and guest comfort. • Coordinate VIP arrivals, celebrations, and personalized guest experiences. • Establish and implement service recovery procedures to effectively manage guest complaints and operational challenges. • Review guest feedback, online reviews, surveys, and event evaluations, providing recommendations for continuous improvement. • Analyze guest and event performance metrics to identify opportunities for service enhancement and revenue growth. • Collaborate with the marketing team to promote restaurant events, special offers, seasonal campaigns, and guest engagement initiatives. • Prepare reports on guest satisfaction, event performance, service quality, and operational improvements for management review. • Ensure guest profiles, preferences, and event details are accurately maintained within relevant systems. Conduct regular team briefings, training sessions, and coaching to maintain high service standards. • Foster a culture of hospitality excellence, teamwork, accountability, and continuous improvement. • Ensure compliance with company policies, health and safety regulations, hygiene standards, and brand requirements. • Build strong relationships with corporate clients, event organizers, partners, and key stakeholders to support business growth. • Identify opportunities to increase revenuethrough private dining, special events, promotions, and upselling initiatives. • Support restaurant management during inspections, audits, and high-profile events to ensure flawless execution. • Act as a brand ambassador, ensuring the restaurant's values, image, and service philosophy are consistently represented. A suitable candidate should have 3 5 years of experience in a luxury restaurant, fine dining venue, or upscale hospitality environment, with a strong background in guest relations and event management. Previous leadership experience in a guest-facing role is essential. The ideal candidate will possess excellent communication and interpersonal skills, strong organizational abilities, and a passion for delivering exceptional guest and event experiences. They should be proactive, detail-oriented, and capable of managing guest concerns, event coordination, and service excellence in a fast-paced environment. Excellent English communication skills are required, Proficiency in additional languages will be considered an advantage. At One&Only creating JOY is at the forefront of everything we do. If you are the one to make every detail count and are bold to go beyond the obvious in every task assigned with positive energy & have the passion to make it happen, then we are looking for you. Please apply directly through this website and submit your most recent CV. Applications that do not meet the requirements will not be considered. We Thank You for your interest at Kerzner One&Only Resorts. Please note that only shortlisted candidates will be contacted. Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.