Guest Relationship Manager

Job Title: Guest Relationship Manager

Department: Front Office / Customer Service / Hospitality

Reports To: The Manager

Location: Hyderabad

Type: Full-Time

Job Summary:

The Guest Relationship Manager is responsible for delivering exceptional guest experiences by proactively addressing guest needs, consistently engaging with customers, and building long-term relationships. This role acts as the primary point of contact for guests, ensuring their satisfaction throughout their stay or service interaction.

Key Responsibilities:

1. Guest Services Greet guests warmly and ensure a smooth experience.

Act as the primary liaison for VIPs, repeat guests, and special occasions.

Anticipate guest needs and personalize services to enhance their experience.

2. Relationship Management

Build and nurture long-term relationships to drive guest loyalty and repeat business.

Follow up on guest feedback to ensure satisfaction during and after their visit.

Maintain a detailed guest database including preferences, feedback, and history.

3. Complaint Resolution

Address guest concerns or complaints promptly, professionally, and empathetically.

Ensure timely resolution by coordinating with relevant departments.

4. Communication & Coordination

Collaborate with internal teams to ensure seamless service delivery.

Communicate guest preferences, feedback, and requests to appropriate departments.

5. Reporting & Feedback

Prepare daily, weekly, and monthly reports on guest feedback and service issues.

Provide suggestions to management for improving guest experiences and operational processes.

6. Team Handling: Handling a team and regular monitoring and training them for an excellent customer experience.

Qualifications & Requirements:

Bachelor's degree in Hospitality, Business Administration, or a related field.

Minimum of 2 years experience in a guest-facing role, preferably in hotels, resorts, or luxury service environments.

Excellent interpersonal and communication skills.

Strong problem-solving abilities and the capacity to remain composed under pressure.