Guest Relations: F& B

Job Summary:

The Guest Relations Manager is responsible for ensuring guests receive exceptional service throughout their stay. This role serves as the main point of contact for VIPs and all guest-related queries, complaints, and special requests. The Guest Relations Manager plays a critical role in enhancing the guest experience, increasing satisfaction, and ensuring loyalty to the hotel’s brand and service standards.

Key Responsibilities:Guest Experience & Service

• Welcome guests upon arrival and ensure a smooth check-in and check-out process.
• Serve as the primary point of contact for guest inquiries, complaints, and special requests.
• Manage VIP guests, groups, and long-stay clients with personalized attention and service.

Operational Support

• Coordinate with all departments (Housekeeping, F&B, Front Office, Maintenance) to ensure guest needs are met promptly.
• Monitor daily arrivals and departures to identify special attention needs.
• Oversee the preparation of welcome amenities, room arrangements, and personalized touches.

Issue Resolution

• Handle and resolve guest complaints effectively and professionally, escalating to higher management when necessary.
• Follow up on guest feedback to ensure complete satisfaction.

Feedback & Relationship Management

• Collect and analyze guest feedback through surveys, reviews, and personal interactions.
• Maintain strong guest relationships to drive repeat business and referrals.
• Work with the marketing team to manage guest loyalty programs and post-stay communication.

Training & Team Collaboration

• Train front office and guest services staff on hospitality best practices and brand standards.
• Foster a culture of hospitality and service excellence across the team.

Requirements:Education & Experience

• Bachelor’s degree in Hospitality Management or a related field preferred.
• 3+ years of experience in front office or guest services roles, with at least 1 year in a supervisory or managerial capacity.
• Experience in luxury or upscale hotel environments is an advantage.

Skills & Competencies

• Excellent interpersonal and communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Fluency in English; additional languages are a plus.
• Proficient in PMS systems (e.g., Opera, Cloudbeds, RoomKey, etc.).
• High level of emotional intelligence, patience, and a guest-first mindset.

Other Requirements

• Professional appearance and demeanor.
• Flexible schedule, including weekends, holidays, and evenings as needed.

Job Type: Full-time

Pay: ₹20,000.00 - ₹45,000.00 per month

Benefits:

• Food provided

Work Location: In person