Guest Relations Manager

Responsibilities

• Lead the complete guest relations function at a Los Cabos five-star resort: manage a team of guest relations officers, own the property's guest satisfaction metrics (NPS, TripAdvisor, brand reputation score), and report directly to the General Manager on all guest experience performance
• Set and maintain the guest relations service standard: the Los Cabos luxury market sets a standard that the manager is responsible for defining, training, and enforcing consistently across the team and across every shift
• Build and manage the VIP program: identify high-value guests in advance bookings, coordinate their experience across all departments, and manage the relationship between the property and the travel agent and personal assistant community that influences where ultra-high-net-worth guests book their vacations
• Handle the most complex and sensitive guest situations: the cases that the officer team cannot or should not resolve independently — media guests, high-profile individuals, legal-adjacent complaints, medical situations, and cases with financial implications above the officer's resolution authority
• Manage the property's relationship with the online review ecosystem: develop the response strategy, train the team on review management, and ensure that the property's public response to negative reviews represents the brand standard
• Coordinate with the General Manager, Sales Director, and Marketing Director on guest experience strategy and the commercial implications of guest satisfaction performance

Requirements

• Guest relations management experience at a luxury resort
• English and Spanish bilingual; European language preferred
• Team leadership and professional development coaching
• Crisis management and high-stakes complaint resolution
• Hotel management commercial awareness

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing allowance MXN 3,000/month
• Staff meals
• Career-defining role in Mexico's most prestigious hotel market
• Direct exposure to General Manager-level operational decision-making

Work environment

Guest Relations Manager at a Los Cabos five-star resort. Team leadership, VIP program management, and guest satisfaction ownership in Mexico's apex luxury resort destination.

About the role

The Los Cabos Guest Relations Manager who sits in the General Manager's Monday meeting with a guest satisfaction report showing a 0.2-point NPS improvement over the previous month — who can trace it specifically to the new complaint resolution protocol they implemented six weeks ago and the training session for the officer team three weeks ago — is doing management work that compounds. The guests who scored 9 or 10 this month because of a protocol change are the guests who book again next year. The manager who can draw that line is the one the General Manager wants to keep.