Guest Relations Supervisor

3 weeks ago

mumbai, India Bastian Hospitality Pvt. Ltd Full time

Job Summary
The Guest Relations Supervisor oversees the daily operations of the guest relations team, ensuring that every guest experiences impeccable service that aligns with Bastian Hospitality’s luxury standards. This role requires a strong leader with excellent communication skills and a keen eye for detail. The Guest Relations Supervisor will support the Guest Relations Executives, monitor service quality, handle high-profile clientele, and act as the point of escalation for complex guest issues. This individual plays a critical role in maintaining the brand’s reputation for elegance, attentiveness, and personalized service.
Key Responsibilities
Supervision & Team Leadership
Lead, mentor, and supervise the guest relations team to ensure consistent delivery of luxury service standards.
Conduct regular team briefings and training sessions to keep staff aligned with brand values, service protocols, and guest interaction techniques.
Provide guidance and support to Guest Relations Executives, ensuring they are equipped to handle guest inquiries and manage their interactions professionally.
Guest Experience & VIP Management
Oversee the guest journey, from arrival to departure, ensuring each guest receives personalized and seamless service.
Pay special attention to VIP and repeat guests, recognizing their preferences and creating bespoke experiences.
Manage special requests, events, and high-profile client bookings, coordinating with relevant departments to ensure an elevated and memorable experience.
Handling & Resolving Guest Issues
Act as the primary point of contact for escalated guest complaints or sensitive issues, resolving them with professionalism and discretion.
Use problem-solving skills to handle challenging situations, turning potential issues into positive experiences for the guests.
Record and analyze guest feedback, identifying patterns to continuously improve service quality.
Coordination with Service Teams
Work closely with the restaurant, kitchen, and bar teams to ensure that all guest requirements are met and service flows smoothly.
Communicate specific guest preferences, dietary needs, and special requests to relevant teams, ensuring seamless coordination.
Oversee event preparations, guest seating, and service timing to maintain high standards of luxury and efficiency.
Training & Development
Train new guest relations team members on luxury service standards, guest interaction, and brand protocols.
Provide continuous development and performance feedback to team members, encouraging growth and excellence.
Organize refresher training on guest etiquette, service skills, and brand values to maintain high standards within the team.
Guest Data Management & Personalization
Maintain a comprehensive database of guest preferences, feedback, and service history to personalize future visits.
Analyze guest data to identify trends and opportunities to enhance the overall guest experience.
Share insights with management to support the development of strategies that improve guest satisfaction and loyalty.
Upselling & Brand Promotion
Encourage the team to suggest premium experiences, signature dishes, and seasonal offerings that align with guests’ tastes.
Support guest loyalty programs by ensuring the team promotes memberships and explains the benefits to guests.
Act as a brand ambassador by maintaining a high level of professionalism and showcasing the brand’s luxury positioning.
Operational Reporting & Analysis
Prepare and submit regular reports on guest satisfaction scores, feedback trends, and service performance to management.
Monitor KPIs related to guest experience, loyalty, and service response times, identifying areas for improvement.
Use operational insights to propose adjustments or improvements to guest service protocols.
Qualifications
Bachelor’s degree in Hospitality Management, Business, or a related field.
4+ years of experience in guest relations within luxury hospitality, with at least 1-2 years in a supervisory role.
Strong knowledge of luxury service standards and high-end guest expectations.
Proficiency in CRM and reservation management systems.
Exceptional interpersonal and communication skills, with fluency in English and knowledge of additional languages as an asset.
Competencies
Leadership : Inspires and guides the team to uphold and exceed luxury service standards.
Guest-Centric Approach : Dedicated to delivering a memorable, elevated guest experience.
Problem-Solving Skills : Ability to handle challenging situations calmly and effectively.
Attention to Detail : Ensures that every aspect of guest service reflects luxury standards.
Adaptability : Can manage the demands of a fast-paced environment with grace.

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