Customer Relationship Manager

Role & responsibilities

• Build and maintain positive relationships with hotel guests to ensure high levels of satisfaction.
  
• Welcome VIP and repeat guests, ensuring personalized attention and special arrangements.
  
• Collect and analyze guest feedback to identify areas for service improvement.
  
• Handle guest complaints and resolve issues promptly with professionalism.
  
• Coordinate with front office, housekeeping, food & beverage, and other departments for smooth guest service.
  
• Maintain accurate records of guest preferences and use CRM tools to provide customized experiences.
  
• Work with the sales and marketing team to drive repeat business and loyalty programs.
  
• Ensure timely communication with guests before, during, and after their stay.
  
• Monitor online reviews and reputation platforms, responding appropriately to maintain the hotels image.
  
• Train and guide staff on guest relationship management practices.

Preferred candidate profile

Female Candidate Preferred

• Experience: 2 to 5

  years of experience in customer relationship management, guest relations, or front office operations in the hotel or hospitality industry.

• Skills:

• Strong communication and interpersonal skills.
  
• Excellent problem-solving and conflict resolution ability.
  
• Good knowledge of CRM tools, hotel software, and guest management systems.
  
• Ability to handle VIP guests and deliver personalized service.
  
• Strong organizational and multitasking skills.
  

• Personality Traits:

• Guest-oriented with a warm and approachable attitude.
  
• Professional appearance, confident, and well-groomed.
  
• Ability to work under pressure and adapt to dynamic situations.
  
• Team player with leadership qualities.