NOW HIRING! Guest Relations Manager

Crowne Plaza Residences Port Moresby

At Crowne Plaza Residences Port Moresby, we believe every guest experience should be memorable, personal, and genuinely welcoming. We are seeking an experienced and passionate Guest Relations Manager to lead our Front Office and Guest Relations team and create exceptional guest experiences that inspire loyalty and repeat business

About the Role

As Guest Relations Manager, you are the accountable department head for Front Office and Guest Relations. Reporting to the General Manager, you lead the Assistant Front Office Manager (AFOM) and, through the AFOM, the Duty Managers and Front Office team. You protect strong daily operational leadership while personally owning guest relationships, recognition and recovery.

Key Responsibilities

• Lead and develop the Front Office and Guest Relations team to deliver outstanding guest service and operational excellence.
• Drive guest satisfaction through personalized service, recognition programs, and effective service recovery.
• Build strong relationships with guests before, during, and after their stay using guest engagement platforms and direct interaction.
• Champion IHG One Rewards recognition and loyalty initiatives to enhance the guest experience.
• Manage guest feedback, complaints, compliments, and online reputation to continuously improve service standards.
• Work closely with Housekeeping, Engineering, Food & Beverage, Security, Sales, and other departments to ensure a seamless guest journey.
• Support guest engagement activities, resident events, and hotel social functions to strengthen connections with guests and residents.
• Contribute to guest retention strategies and identify opportunities to enhance guest loyalty and future business.

Qualifications

• Diploma or Degree in Hospitality Management, Hotel Management, Tourism, Business Management, or a related field.

• Minimum 3-5 years' experience in Front Office, Guest Relations, or Guest Experience leadership within a hotel, serviced residence, or hospitality environment.

• Previous experience managing teams, guest service operations, and service recovery processes.

Experience with hotel PMS systems, loyalty programs, and guest engagement platforms is highly desirable.

What We're Looking For

• Exceptional guest service and relationship-building skills with the ability to create memorable experiences.
• Strong leadership and team development capabilities with a hands-on management style
• Excellent verbal and written communication skills.
• Proven ability to resolve guest concerns professionally and effectively while maintaining high service standards
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• High level of attention to detail and a passion for service excellence
• Ability to build strong working relationships across departments to deliver a seamless guest experience.
• Knowledge of IHG One Rewards, guest loyalty programs, Medallia, Guest Love, and online reputation management will be an advantage
• Proficiency in Microsoft Office applications and hotel operating systems.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Professional appearance, confidence, and the ability to engage naturally with VIP guests, long-stay residents, and corporate clients

What you can expect from us

At IHG Hotels & Resorts, our purpose is to deliver True Hospitality for Good.

You will join an international hotel company that believes in creating inclusive teams, celebrating difference and giving colleagues the support and opportunity to grow.

You will have access to IHG learning and development, global career opportunities, hotel accommodation discounts and the chance to make a visible difference within a distinctive residences operation.

Ready to create something memorable?

If your idea of Front Office is a desk, this is probably not the role for you.

If you see Front Office as the centre of the guest journey, a place where relationships are built, standards are protected and memorable experiences are created every day, we would like to hear from you.

Please apply with your CV and a short cover letter describing 1 bespoke guest experience you personally created and 1 new system or process you successfully implemented.

How to Apply

Submit updated CV and cover letter to [email protected]

Applications close at COB on Monday, 07th September 2026

Go Further Together with Crowne Plaza Residences – Port Moresby. This vacancy is open to PNG citizens only. IHG is an equal opportunity employer. Only shortlisted candidates will be contacted.