Job Summary :
The Guest Relations Manager is responsible for ensuring exceptional guest experiences by delivering personalized, proactive, and professional service throughout the guest journey. The role focuses on enhancing guest satisfaction, managing VIP arrivals, resolving guest concerns, and maintaining the highest standards of hospitality expected in a luxury 5-star hotel.
Key Responsibilities:
- Welcome VIPs, repeat guests, long-stay guests, and special occasion guests, ensuring a personalized arrival and departure experience.
- Build strong relationships with guests to anticipate and exceed their expectations.
- Monitor guest satisfaction throughout the stay and proactively address service opportunities.
- Handle guest complaints, concerns, and service recovery promptly, professionally, and effectively.
- Coordinate with Housekeeping, Food & Beverage, Engineering, Concierge, Security, and other departments to ensure seamless guest service.
- Ensure all guest preferences, special requests, and profiles are accurately maintained in the Property Management System (PMS).
- Conduct daily inspections of guest rooms allocated for VIPs and special arrivals to ensure quality standards.
- Monitor online guest reviews, guest feedback, and satisfaction scores, and recommend service improvements.
- Assist in planning and executing special guest arrangements, celebrations, and amenities.
Required Qualifications:
- Bachelor's degree or Diploma in Hotel Management, Hospitality Management, or a related field.
- Minimum 3–5 years of experience in Front Office or Guest Relations.
- Previous supervisory or managerial experience is preferred.
- Proficiency in Property Management Systems (such as Opera PMS) and Microsoft Office applications.
Skills & Competencies :
- Outstanding guest service and interpersonal skills.
- Strong leadership and team management abilities.
- Excellent verbal and written communication.
- Effective complaint handling and conflict resolution.
- Emotional intelligence and cultural awareness.
- Attention to detail and commitment to service excellence.
- Professional grooming and presentation consistent with luxury hospitality standards.
Key Performance Indicators (KPIs):
- Guest Satisfaction (GSS) and Net Promoter Score (NPS) results.
- Online review ratings and guest feedback.
- Resolution time for guest complaints and service recovery effectiveness.
- VIP guest satisfaction and repeat guest recognition.
- Accuracy of guest profile management and preference tracking.
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Education:
- Secondary(10th Pass) (Preferred)
Work Location: In person
