Customer Relationship Manager (Hospitality)

Job Summary: We are seeking a customer-focused and proactive CRM Executive to manage guest relationships, enhance customer satisfaction, and support loyalty initiatives. The ideal candidate will serve as the main point of contact for guests, ensuring their experience is seamless, personalized, and memorable throughout their stay or interaction with the brand.

Key Responsibilities: Act as a liaison between guests and internal departments to resolve issues and enhance guest satisfaction. Maintain and update the customer database with accurate guest profiles and preferences. Handle guest inquiries, feedback, and complaints in a timely and professional manner. Ensure personalized service by anticipating guest needs and maintaining consistent communication. Coordinate pre-arrival and post-departure communication to boost engagement and loyalty. Implement CRM strategies and campaigns to improve repeat business and brand loyalty. Work closely with marketing teams for guest engagement activities, offers, and promotions. Analyze customer feedback and suggest improvements to enhance the guest experience. Prepare reports related to guest satisfaction, loyalty programs, and service quality. Support VIP guests and special event coordination, ensuring top-tier service. Key Skills & Qualifications: Bachelor’s degree in Hospitality Management, Marketing, or related field 1–3 years of experience in guest relations or CRM, preferably in hospitality Excellent communication and interpersonal skills Strong problem-solving and conflict-resolution abilities Proficiency in CRM software and MS Office (knowledge of PMS is a plus) Customer-first mindset with attention to detail Ability to multitask and stay calm under pressure

Job Type: Full-time

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits:

• Paid sick time

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Performance bonus

Experience:

• CRM Executive : 5 years (Required)
• Customer relationship management: 5 years (Required)
• Fluent English : 5 years (Required)

Work Location: In person