Guest Relation Supervisor

6 days ago

Gurugram Gurugram India IHG Hotels & Resorts Full time

Job Description 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 24 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. Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.

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