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