For Pixotell Azzure - The Luxury Boutique Hotel
We are seeking a highly professional, guest-centric, and dynamic Guest Relations & Operations Manager to oversee luxury guest experiences and day-to-day hotel operations. The ideal candidate must possess excellent communication skills, premium guest handling abilities, strong operational control, crisis management capabilities, and a passion for delivering exceptional hospitality standards.
The candidate will be responsible for ensuring top-tier guest satisfaction, managing housekeeping and guest relations teams, maintaining property upkeep, controlling operational costs, and ensuring smooth hotel operations at all times.
Key Responsibilities
Guest Relations & Guest Experience
- Deliver exceptional and personalized guest experiences with a luxury hospitality approach.
- Handle premium guests, VIP guests, honeymooners, anniversary celebrations, and special occasions professionally.
- Coordinate and oversee special arrangements including decorations, cakes, surprise setups, candle-light dinners, etc.
- Ensure utmost guest satisfaction throughout the guest stay.
- Attend to guest complaints, dissatisfaction, and operational issues promptly and professionally.
- Handle crisis situations calmly and efficiently, including attending to guest concerns during odd hours when required.
- Monitor Guest Relations Executives (GREs) and ensure excellent customer service standards are consistently maintained.
- Train staff on guest interaction, luxury hospitality standards, upselling, and review generation.
- Ensure smooth check-in and check-out experiences for all guests.
Operations & Housekeeping Management
- Assign daily duties and responsibilities to room attendants, janitors, and housekeeping staff.
- Oversee housekeeping operations and ensure all rooms are maintained in immaculate condition prior to guest check-in.
- Conduct room inspections and monitor cleanliness, hygiene, and presentation standards.
- Ensure the property, rooms, pools, gardens, and common areas are maintained in top condition at all times.
- Monitor overall property upkeep and report maintenance or improvement requirements to management promptly.
- Coordinate with maintenance and operational teams for quick resolution of issues.
Staff Management & Hiring
- Supervise and manage housekeeping staff, room attendants, janitors, and Guest Relations Executives.
- Conduct staff training sessions to enhance operational efficiency and service standards.
- Handle recruitment and hiring for operational positions including Room Attendants, GREs, Janitors, and Housekeeping Staff.
- Ensure discipline, grooming, punctuality, and professionalism among staff members.
Inventory, Payroll & Cost Control
- Maintain operational inventory records and stock updates.
- Monitor inventory consumption and place orders when required.
- Ensure proper stock management and avoid shortages or wastage.
- Handle payroll coordination and staff attendance monitoring.
- Prepare budgeting and costing reports.
- Discuss operational costs with management and identify areas where expenses can be optimized without compromising guest experience.
Skills & Requirements
- Excellent communication and interpersonal skills.
- Strong guest handling and luxury hospitality experience.
- Guest-centric attitude with strong problem-solving abilities.
- Ability to manage operations under pressure and resolve crises effectively.
- Leadership and team management skills.
- Strong organizational and multitasking capabilities.
- Knowledge of housekeeping operations and hotel standards.
- Basic understanding of budgeting, costing, inventory management, and payroll.
- Presentable personality with a professional attitude.
- Flexibility to attend operational or guest-related emergencies at odd hours if required.
Preferred Experience
- Prior experience in luxury hotels, boutique resorts, or premium hospitality brands preferred.
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
