CRM Manager – Resort Job Description
Job Title: CRM Manager (Customer Relationship Management)
Department: Sales & Marketing
Location: Resort Property
Reporting To: General Manager / Director of Sales & Marketing
Job Summary
The CRM Manager is responsible for developing and maintaining strong relationships with guests, generating repeat business, enhancing guest satisfaction, and managing customer data effectively. The role focuses on improving guest retention, loyalty programs, personalized guest experiences, and maximizing revenue through effective customer engagement strategies.
Key ResponsibilitiesGuest Relationship Management
- Build and maintain long-term relationships with guests, corporate clients, wedding planners, and travel partners.
- Ensure exceptional guest experiences throughout the customer journey.
- Address guest concerns, complaints, and feedback promptly and professionally.
- Conduct regular follow-ups with guests to enhance satisfaction and encourage repeat visits.
CRM & Database Management
- Maintain and update guest databases accurately.
- Analyze guest preferences, booking patterns, and feedback to develop personalized engagement strategies.
- Segment customer data for targeted marketing campaigns.
- Ensure data privacy and compliance with company policies.
Loyalty & Retention Programs
- Design and implement guest loyalty and membership programs.
- Develop strategies to improve guest retention and repeat bookings.
- Monitor program effectiveness and recommend improvements.
Sales & Revenue Support
- Collaborate with Sales, Wedding, Events, and Marketing teams to generate leads and maximize revenue opportunities.
- Promote resort packages, events, memberships, and seasonal offers to existing customers.
- Identify upselling and cross-selling opportunities.
Customer Communication
- Manage guest communications through email, phone calls, WhatsApp, SMS, and social media channels.
- Execute customer engagement campaigns, promotional activities, and feedback surveys.
- Create personalized communication plans for VIP and repeat guests.
Reporting & Analytics
- Track CRM performance metrics, guest satisfaction scores, retention rates, and campaign effectiveness.
- Prepare monthly CRM reports and presentations for management.
- Provide actionable insights based on guest behavior and feedback.
Team Coordination
- Coordinate with Front Office, Reservations, Housekeeping, F&B, and Events teams to ensure seamless guest experiences.
- Train staff on customer service standards and CRM best practices.
Required Qualifications
- Bachelor's Degree in Hospitality Management, Marketing, Business Administration, or related field.
- 3–7 years of experience in CRM, Guest Relations, Hospitality, Resort, Hotel, or Luxury Service Industry.
- Experience with CRM software and hotel management systems.
- Strong communication and interpersonal skills.
- Excellent problem-solving and customer service abilities.
- Proficiency in MS Office and data analysis tools.
Key Skills
- Customer Relationship Management
- Guest Experience Management
- Client Retention & Loyalty Programs
- Data Analysis & Reporting
- Sales Coordination
- Communication & Negotiation
- Conflict Resolution
- Hospitality Operations Knowledge
- Team Collaboration
Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Repeat Guest Percentage
- Customer Retention Rate
- Loyalty Program Enrollment
- Guest Feedback Resolution Time
- Revenue Generated from Repeat Guests
- CRM Campaign Conversion Rate
- Net Promoter Score (NPS)
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
