Guest Relations Manager

Job Description

Job Summary: We are seeking a highly motivated and guest-centric Guest Relations Manager to oversee and enhance the overall guest experience at our hospitality property. The ideal candidate must have hands-on experience with IDS software and a strong background in delivering exceptional customer service in a hotel or resort environment. Key Responsibilities:Guest Engagement & Satisfaction Welcome VIPs and regular guests personally; ensure a seamless and pleasant arrival and departure experience. Handle guest feedback, complaints, and special requests with promptness, professionalism, and courtesy. Monitor guest preferences and ensure personalized service delivery across all touchpoints. Front Office Operations Oversee the smooth functioning of the front office, concierge, and guest services teams. Ensure accurate and timely guest data entry and reservation management using IDS software . Coordinate with housekeeping and F&B teams to ensure guest requirements are met promptly. Team Management & Training Lead, train, and mentor the guest relations and front office team in hospitality standards and IDS usage. Conduct regular briefings, assign duties, and monitor team performance to ensure service excellence. Complaint Resolution & Reporting Maintain a log of guest feedback, complaints, and resolutions. Generate and analyze guest satisfaction reports using IDS and other tools; suggest improvement strategies. VIP Handling & Guest Loyalty Manage VIP, long-stay, and corporate guest portfolios with special attention. Implement loyalty and recognition programs to encourage guest retention. Requirements: Bachelor’s Degree or Diploma in Hotel Management, Hospitality, or related field. Minimum 3 years of experience in a guest-facing or front office managerial role in the hospitality industry. Proficiency in IDS (Hotel ERP System) is mandatory. Strong interpersonal and communication skills. Excellent organizational and problem-solving abilities. Fluency in English; additional languages (e.g., Hindi, Arabic, or regional) are a plus. Job Type: Full-time Pay: From ₹35,000.00 per month Benefits: Cell phone reimbursement Food provided Schedule: Morning shift Rotational shift Supplemental Pay: Performance bonus Yearly bonus Work Location: In person