Guest Relation Supervisor

6 days ago

India IHG Hotels & Resorts Full time

Job Category Hotel-Front Office Guest Experience Service Supervise and guide the guest relations team to deliver outstanding hospitality and personalized service Ensure smooth check-in and check-out procedures greeting VIP and repeat guests personally Handle guest complaints or requests promptly and professionally ensuring issues are resolved to the guest s satisfaction Monitor guest feedback from various sources online reviews surveys direct comments and take corrective action where needed Maintain accurate guest history and preference records in the system to enhance personalized service Team Leadership Training Supervise train and motivate the guest relations staff to maintain consistent service standards Schedule and allocate daily tasks to the team ensuring adequate coverage and efficient workflow Conduct regular briefings and meetings to communicate updates service goals and performance expectations Coordination Communication Liaise with other departments Housekeeping F B Maintenance Reservations etc to ensure seamless guest experiences Coordinate special arrangements for VIPs groups events or special occasions Ensure all guest-related information is shared effectively among team members and relevant departments Administration Reporting Prepare daily reports on guest feedback complaints and service performance Monitor performance indicators such as guest satisfaction scores response times and complaint resolution rates Assist management in developing and implementing guest experience improvement initiatives Qualifications Skills Bachelor s degree in Hospitality Management or related field preferred Minimum 2-4 years of experience in guest relations or front office operations at least 1 year in a supervisory role Excellent communication and interpersonal skills Strong problem-solving and conflict-resolution abilities Proficient in property management systems PMS and Microsoft Office Suite Well-groomed professional appearance and a positive attitude Multilingual skills are an advantage

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