Senior Guest Service Manager

Job Title: Senior Guest Relations Manager
Department: Customer Experience / Front Office / Hospitality
Reports To: Guest Relations Manager / Front Office Manager
Location: Cancona, Goa
Employment Type: Full-time

Job Summary:

We are seeking a highly motivated and experienced Senior Guest Relations Manager to ensure a superior guest experience by delivering excellent service and personalized interactions. You will serve as a key liaison between the guests and the organization, addressing concerns, anticipating needs, and ensuring guest satisfaction at every touchpoint. Your role will involve supervising junior guest relations staff, handling VIP clients, and continuously improving service delivery standards.

Key Responsibilities:

• Welcome guests in a professional and warm manner upon arrival.
• Act as the primary point of contact for VIP and returning guests.
• Anticipate guest needs and proactively provide solutions to enhance their experience.
• Handle guest complaints and resolve issues promptly and professionally.
• Coordinate with all relevant departments (housekeeping, food & beverage, concierge, reservations) to ensure seamless service delivery.
• Supervise and mentor junior guest relations staff.
• Monitor guest feedback across various platforms and suggest improvements.
• Maintain accurate records of guest interactions and preferences using CRM or other tools.
• Assist in organizing guest recognition programs and special events.
• Ensure compliance with all company policies, procedures, and service standards.

Requirements:

• Bachelor’s degree in Hospitality, Hotel Management, or a related field.
• 3–5 years of experience in guest relations or front office operations, preferably in a 4/5-star hotel or luxury service environment.
• Exceptional communication and interpersonal skills.
• Strong problem-solving skills and ability to work under pressure.
• Proficient in Microsoft Office and experience with PMS/CRM systems (e.g., Opera, Salesforce, etc.).
• Well-groomed, with a professional demeanor and positive attitude.
• Fluency in English is required; knowledge of additional languages is a plus.
• Flexibility to work in shifts, weekends, and holidays.

Preferred Attributes:

• Prior experience managing high-profile clients or VIP services.
• Strong team leadership and staff training skills.
• Familiarity with online guest review management platforms (e.g., TripAdvisor, Google Reviews).

Job Type: Full-time

Pay: ₹10,399.14 - ₹40,000.00 per month

Work Location: In person