Guest Relations Manager

About the role

The Cliff Weligama, part of The Cliff Group, is looking for a Guest Relations Manager to lead its reservations and hosting team, look after guests throughout their stay and build the relationships that bring them back. You will oversee the guest journey from enquiry and booking through arrival, personal hosting and follow-up, and coordinate celebrations, private dining and selected events. The role reports to the property's operational leadership and works closely with Restaurant Service, Kitchen, Bar and Venue Support.

Key responsibilities

• Lead, roster, train and support the reservations and hosting team, set standards for guest communication and run briefings and handovers.
• Handle enquiries by phone, email and messaging, maintain accurate bookings and confirmations, explain seating options and policies, and manage deposits, cancellations and waiting lists.
• Coordinate arrivals and seating with Restaurant Service, and communicate weather-related changes and alternatives.
• Anticipate guest needs, gather feedback, handle complaints calmly and follow concerns through to resolution.
• Act as main contact for celebrations, private dining and group bookings, prepare briefs and personally host organisers and guests.
• Build relationships with local hotels, villas, concierges and creative communities, and encourage repeat visits and referrals.

Required profile

• Relevant experience in guest relations, reservations, restaurant reception or a comparable hospitality role.
• Previous responsibility for supervising, training or coordinating a team.
• Strong spoken and written English; Sinhala, Tamil or other languages are an advantage.
• A hospitality qualification is welcome; equivalent practical experience is equally valued.

Required skills

• Confident communication, team leadership and complaint resolution.
• Reservation management, record keeping and use of reservation systems, email and messaging.
• Preferred: experience in destination restaurants or boutique hotels, coordinating private dining and events, and familiarity with guest relationship management systems.