Guest Relations Manager – InterContinental Hayman Great Barrier Reef in Hayman Island, Australia

About Us

IHG Hotels & Resorts is one of the world’s leading hotel companies, with a presence in over 100 countries. At InterContinental Hayman Great Barrier Reef, we provide incredible career opportunities, professional development, and the unique experience of living and working in a tropical paradise.

About the Role

As Guest Relations Manager, you’ll oversee the Guest Relations team, ensuring VIP guests and loyalty members experience exceptional, personalized service. You’ll resolve guest issues with professionalism, collaborate across departments, and continuously innovate to exceed guest satisfaction standards.

Your Day-to-Day

• Lead and mentor the Guest Relations team to deliver outstanding service.

• Serve as the primary contact for VIP guests, managing pre-arrival, stay, and follow-up arrangements.

• Resolve guest concerns and use feedback to drive improvements.

• Collaborate with departments to create seamless guest experiences.

• Ensure brand standards are met for loyalty program benefits.

• Identify revenue opportunities through upselling and premium experiences.

• Manage team schedules and ensure operational readiness.

What we need from you

• Exceptional communication and interpersonal skills.

• Proven experience in guest relations within a luxury hotel environment.

• Strong leadership and team management abilities.

• Proficiency in hotel management systems.

• Flexibility to work varied shifts, including nights and weekends.

• A degree or diploma in Hospitality Management (preferred).

What we offer

This is a full-time annualised salary position working a minimum of 38 hours per week across a 7-day roster with shifts spanning from early in the morning until later at night.

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 programs, skills training, and optional courses. IHG Australia’s myBenefits program including paid birthday leave, wellbeing hub, employee room rates, service recognition celebrations & Perkbox platform with an extensive list of lifestyle and retail discounts redeemable across a multitude of businesses across the world.

Please visit InterContinental Hayman Island’s Careers Page for further information regarding living and working on Hayman Island including accommodation types, facilities, and FAQ’s.

Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual’s, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.