Job Summary:

The Guest Relation Manager is responsible for ensuring exceptional guest experiences by maintaining high standards of hospitality, handling guest concerns efficiently, and building strong guest relationships. The role focuses on guest satisfaction, VIP handling, service recovery, and maintaining the hotel’s brand standards.

Key Responsibilities:

• Welcome and assist VIP guests, long-stay guests, and special arrivals.
• Ensure smooth check-in and check-out experience for all guests.
• Handle guest complaints and resolve issues promptly and professionally.
• Coordinate with all departments to meet guest requirements efficiently.
• Maintain guest history, preferences, and special requests.
• Conduct regular guest interaction and collect feedback.
• Monitor online reviews and assist in improving guest satisfaction scores.
• Ensure lobby appearance and guest areas are maintained as per hotel standards.
• Train and guide front office associates on guest handling and service standards.
• Prepare daily guest reports, VIP movement reports, and feedback analysis.
• Support sales and loyalty programs to enhance guest retention.
• Ensure compliance with hotel policies, grooming, and service etiquette.

Required Skills:

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict-resolution abilities
• Leadership and team management skills
• Guest-focused attitude with attention to detail
• Ability to work under pressure and in shifts
• Knowledge of hotel management software and MS Office

Qualification:

• Bachelor’s degree in Hotel Management or Hospitality preferred.

Experience:

• Minimum 4–6 years of experience in Front Office or Guest Relations in luxury hotels.
• Prior supervisory or managerial experience preferred.

Preferred Attributes:

• Pleasant personality with professional grooming
• Strong customer service orientation
• Ability to handle VIP and high-profile guests confidently
• Positive attitude and team player mentality