Guest Relations Manager

Location

Mumbai | India

Job description

• Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
• Respond to guests needs and anticipate their unstated ones
• Expect and react promptly to guests' requirements and inquires
• Actively listen and resolve guests' complaints
• Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
• Coordinate and manage communication between guests and staff
• Promote all amenities, conveniences and programs offered
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Appraise team's performance and produce reports
• Examine activities logbook, assign tasks appropriately and implement control schedule daily

• Guest Relations Manager requirements

  • Proven working experience as guest relations manager
  • Working experience in hospitality
  • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
  • Familiarity and interest in industry's latest trends
  • Hands on experience with guest relationship management software
  • Proficiency in English, multilingualism will be considered an asset
  • Excellent problem resolution skills along with outstanding communication and active listening skills
  • Ability to work flexible hours
  • Highly responsible and reliable with a professional presentation
  • BS degree in hospitality management, business administration or related field

Job tags

Salary