Guest Relationship Manager

A Guest Relationship Manager is responsible for ensuring exceptional guest experiences by managing guest relations, resolving issues, and overseeing front office and guest services staff. Key duties include handling VIP guests, managing check-ins/check-outs, and coordinating with other departments like housekeeping and dining. They must have strong communication, problem-solving, and leadership skills, along with a customer-centric mindset.

Core responsibilities

• Guest services: Welcome guests, manage arrivals and departures, and handle requests for services such as room dining or luggage handling.
• VIP and special guest management: Coordinate special accommodations and personalized services for VIPs, elderly, or other special assistance guests.
• Problem resolution: Actively listen to and efficiently resolve guest complaints and concerns.
• Team management: Supervise and coordinate front desk staff, concierges, and other guest relations team members to ensure compliance with standards.
• Interdepartmental coordination: Liaise with other departments, such as housekeeping and food and beverage, to ensure a comfortable guest experience.
• Guest satisfaction: Promote hotel amenities and services to enhance guest satisfaction and potentially increase revenue.
• Performance analysis: Analyze customer feedback from sources like guest books and online reviews to suggest improvements.

Required skills and qualifications

• Proven experience in a guest relations or similar customer-facing role.
• Exceptional communication, interpersonal, and problem-solving skills.
• Leadership and team management abilities.
• Ability to remain calm and adaptable under pressure.
• A strong customer-centric mindset with a passion for providing outstanding service.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person