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Guest Relations Manager Job

  • Contact: Fred Hardy
  • Contact Phone: +442076300545
  • Start Date: ASAP
  • Location: Turks and Caicos Islands
  • Salary: $6,0000 - $7,000 per month dependent on experience
  • Job Ref: 213619
  • Contact Email: fred@greycoatlumleys.co.uk

Guest Relations Manager Job, Turks & Caicos


Greycoat Lumleys is currently recruiting for a Guest Relations Manager position overseeing concierge operations across a portfolio of high-end villas. This is a hands-on leadership role focused on delivering exceptional, personalised guest experiences, while driving operational excellence, team performance, and commercial results. The role combines luxury service delivery, team leadership, and revenue generation within a fast-paced hospitality environment.

Key Responsibilities

Guest Experience & Concierge Services

  • Act as the primary contact for guests before, during, and after their stay.
  • Design and oversee bespoke itineraries (dining, excursions, wellness, events).
  • Anticipate guest needs and deliver discreet, high-touch service.
  • Manage high volumes of guest requests across multiple villas without compromising quality.

Operations Management

  • Oversee day-to-day concierge operations across a portfolio of villas.
  • Coordinate bookings including restaurants, private chefs, transport, yacht charters, and activities.
  • Ensure all services meet luxury hospitality standards.
  • Manage VIP and high-profile guests with professionalism and discretion.

Team Leadership

  • Lead, recruit, train, and develop a high-performing concierge team.
  • Set clear service standards, KPIs, and accountability measures.
  • Conduct performance reviews and ongoing coaching.
  • Foster a culture of professionalism, consistency, and service excellence.

Commercial & Performance Focus

  • Drive revenue through upselling and curated guest experiences.
  • Build partnerships with premium vendors and service providers.
  • Monitor and improve KPIs such as guest satisfaction, response times, and conversion rates.
  • Manage budgets and contribute to overall business profitability.

Coordination & Communication

  • Liaise with housekeeping, maintenance, and property teams to ensure seamless operations.
  • Coordinate special setups (events, celebrations, bespoke guest requests).

Administration & Reporting

  • Maintain accurate records of guest preferences, bookings, and vendor relationships.
  • Track guest feedback and implement service improvements.
  • Ensure compliance with company policies and local regulations.

Candidate Profile

Experience

  • 3–5+ years in luxury hospitality, concierge, or villa/resort management
  • Proven experience working with UHNW/HNW clients (essential)
  • Experience managing high-volume operations (multiple properties)
  • Strong background in team leadership and performance management

Skills

  • Exceptional communication and interpersonal abilities
  • Strong organisational and multitasking skills
  • Commercial awareness and revenue-driven mindset
  • High emotional intelligence and problem-solving ability
  • Proficiency in CRM systems and reservation platforms

Personal Attributes

  • Professional, discreet, and service-focused
  • Confident and mature leader
  • Calm under pressure in fast-paced environments
  • Flexible and adaptable with a hands-on approach