Guest Relations Supervisor

Responsibilities

• Lead the guest relations team at a Cancún five-star property: manage a team of 3–6 guest relations officers, set the service standard, handle escalated complaints that the officer team cannot resolve, and report daily on guest satisfaction metrics to the Rooms Division Manager
• Own the property's overall guest satisfaction score: NPS, TripAdvisor rating, and brand reputation metrics are the Guest Relations Supervisor's primary KPIs — all operational decisions are made in service of these numbers
• Manage crisis situations: property-wide issues (power outages, water service failures, natural events, food quality incidents) require the supervisor to be the visible, calm, problem-solving face of the property's response to impacted guests
• Develop and train the guest relations officer team: service standard delivery, complaint handling scripting, VIP protocol, and the emotional intelligence skills that cannot be trained with a manual but can be modeled and coached over time
• Build and manage the property's VIP program: coordinate with the sales and marketing team on high-value client identification, repeat guest recognition strategy, and the personalization program that drives loyalty and direct booking repeat rate
• Coordinate with the hotel's ownership and general manager on any guest situation that carries reputational, legal, or significant financial implications

Requirements

• Guest relations supervisory or hotel management experience
• English and Spanish bilingual; additional language an advantage
• Team leadership and coaching ability
• Crisis management composure and decision-making
• Data analysis for guest satisfaction metrics

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals and uniform
• Fixed monthly salary
• Career advancement to Guest Relations Manager and Director of Guest Experience
• Significant professional development in one of the world's highest-volume luxury hotel markets

Work environment

Guest Relations Supervisor at a Cancún five-star resort. Team leadership, complaint escalation management, VIP program ownership, and guest satisfaction metric accountability in one of Mexico's most demanding hotel guest experience environments.

About the role

The Cancún guest relations supervisor who reviews the day's comment cards at 10pm, who identifies that the same housekeeping attendant on the 8th floor is mentioned in three separate complaints this week, who has a conversation with the rooms division manager that results in a coaching conversation with that attendant — is doing the quality management work that has no visible moment but whose accumulated effect is 0.3 stars on a TripAdvisor rating over a year. Nobody books a hotel because a complaint was well-handled. They book because the aggregate of experiences that produced those 4.7 stars was consistently managed.