Guest Relations Female: Hotel/Resort

Job Description

Job Summary: The Guest Relationship Manager is responsible for ensuring exceptional guest experiences by proactively engaging with guests, resolving concerns, and managing VIP and special requests. The GRM plays a key role in guest retention, satisfaction, and loyalty by maintaining a strong presence throughout the guest journey—from arrival to departure. Key Responsibilities: Guest Interaction & Service Excellence: Greet and welcome guests upon arrival; ensure a smooth and personalized check-in/check-out experience. Handle guest queries, complaints, and special requests promptly and professionally. Anticipate guest needs and provide thoughtful, tailored service to enhance satisfaction. VIP & Loyalty Guest Management: Coordinate with reservations and front office to identify VIP, loyalty program, and repeat guests. Prepare welcome amenities, special arrangements, and ensure personalized attention for high-profile guests. Complaint Resolution: Address guest concerns in a courteous and effective manner. Document issues, follow up with relevant departments, and ensure timely resolution. Conduct post-resolution calls or meetings to ensure guest satisfaction. Relationship Building: Build strong rapport with guests to encourage repeat visits. Collect guest feedback and suggestions; analyze patterns to improve services. Promote hotel services, facilities, and loyalty programs where appropriate. Coordination & Communication: Liaise with all departments (housekeeping, F&B, concierge, etc.) to ensure guest expectations are met. Maintain accurate guest profiles and preferences in the PMS (Property Management System). Reporting & Administration: Maintain logs of guest interactions, complaints, and feedback. Provide daily reports to the Front Office or General Manager on guest satisfaction and service issues. Qualifications & Skills: Degree or Diploma in Hotel Management or related field. 2–4 years of experience in front office or guest service roles, with at least 1 year in a supervisory or guest relations position. Excellent communication and interpersonal skills. Strong problem-solving and conflict-resolution abilities. Proficient in using PMS (e.g., Opera, IDS, or equivalent) and MS Office. Fluency in English; knowledge of other languages is an advantage. Well-groomed and professional appearance. Work Environment: Hotel lobby, guest service areas, and guest floors. Requires flexible scheduling, including weekends, holidays, and peak check-in/check-out hours. Job Type: Full-time Pay: ₹40,000.00 - ₹50,000.00 per month Benefits: Cell phone reimbursement Food provided Provident Fund Schedule: Day shift Rotational shift Supplemental Pay: Commission pay Performance bonus Yearly bonus Work Location: In person