Guest Relations Manager - InterContinental Hayman Great Barrier Reef

About Us 

IHG Hotels & Resorts is one of the world’s leading hotel companies with around 350,000 colleagues working across more than 100 countries.

As part of the IHG team, our people help our guests create amazing memories and deliver our purpose of providing True Hospitality for Good. 

The InterContinental Hayman Great Barrier Reef will immerse you in the wonders of the Whitsundays, working in a five-star luxury environment which offers amazing career growth opportunities, professional training & development and provides a one-of-a-kind experience living and working in a tropical island paradise.  

About the role 

The Guest Relations Manager is responsible for leading Guest Relations at the Resort, delivering outstanding service and personalise experiences of each guest.

This includes overseeing VIP and loyalty program guests, handling escalated guest concerns and ensuring smooth communication between departments to enhance the overall guest journey.

This position requires strategic planning, a hands on approach to guest service and a proactive attitude in maintaining and exceeding guest satisfaction scores. 

Position title: Guest Relations Manager  
Salary range: $87,000 – $92,000 per annum, not inclusive of superannuation. 

Your day to day 

In this role, your day-to-day will involve leading the Guest Relations team to deliver outstanding, personalised service from check-in to check-out.

You’ll handle VIP guest communications and experiences, resolve any issues promptly, and collaborate with other departments to ensure seamless service.

Daily tasks include mentoring team members, managing rosters, monitoring budgets, and identifying upselling opportunities.

You’ll also ensure compliance with safety standards, support community and sustainability initiatives, and stay informed about local offerings to provide tailored recommendations to guests. 

What we need from you 

The ideal candidate will bring exceptional communication and interpersonal skills, with the ability to build genuine connections with guests and colleagues.

Experience in guest relations within a luxury hotel, strong leadership capabilities, and effective problem-solving are essential.

Fluency in English, proficiency in hotel systems, and flexibility to work varied shifts will help ensure success, tertiary education (degree or diploma level) in Hotel Management or related field is highly desirable. 

What we offer 

World class Staff Facilities including excellent Subsidised Accommodation with dedicated facilities including a pool, beach area, two gyms, bar, buffet diner, laundry, movie room, corner store and sports fields.

An exciting and ever-changing Staff Activities Calendar filled with an abundance of recreational activities such as tennis, yoga, meditation, hikes, markets, crafts and much more.

Extensive Career Development opportunities with dedicated onsite trainers and an abundance of professional development including multi-hire program...