Guest Relations: F& B

3 days ago

Pune Maharashtra, India QTONET PRIVATE LIMITED Full time

**Job Summary**:
The Guest Relations Manager is responsible for ensuring guests receive exceptional service throughout their stay. This role serves as the main point of contact for VIPs and all guest-related queries, complaints, and special requests. The Guest Relations Manager plays a critical role in enhancing the guest experience, increasing satisfaction, and ensuring loyalty to the hotel’s brand and service standards.

**Key Responsibilities:Guest Experience & Service**
- Welcome guests upon arrival and ensure a smooth check-in and check-out process.
- Serve as the primary point of contact for guest inquiries, complaints, and special requests.
- Manage VIP guests, groups, and long-stay clients with personalized attention and service.

**Operational Support**
- Coordinate with all departments (Housekeeping, F&B, Front Office, Maintenance) to ensure guest needs are met promptly.
- Monitor daily arrivals and departures to identify special attention needs.
- Oversee the preparation of welcome amenities, room arrangements, and personalized touches.

**Issue Resolution**
- Handle and resolve guest complaints effectively and professionally, escalating to higher management when necessary.
- Follow up on guest feedback to ensure complete satisfaction.

**Feedback & Relationship Management**
- Collect and analyze guest feedback through surveys, reviews, and personal interactions.
- Maintain strong guest relationships to drive repeat business and referrals.
- Work with the marketing team to manage guest loyalty programs and post-stay communication.

**Training & Team Collaboration**
- Train front office and guest services staff on hospitality best practices and brand standards.
- Foster a culture of hospitality and service excellence across the team.

**Requirements:Education & Experience**
- Bachelor’s degree in Hospitality Management or a related field preferred.
- 3+ years of experience in front office or guest services roles, with at least 1 year in a supervisory or managerial capacity.
- Experience in luxury or upscale hotel environments is an advantage.

**Skills & Competencies**
- Excellent interpersonal and communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Fluency in English; additional languages are a plus.
- Proficient in PMS systems (e.g., Opera, Cloudbeds, RoomKey, etc.).
- High level of emotional intelligence, patience, and a guest-first mindset.

**Other Requirements**
- Professional appearance and demeanor.
- Flexible schedule, including weekends, holidays, and evenings as needed.

Pay: ₹20,000.00 - ₹45,000.00 per month

**Benefits**:

- Food provided

Work Location: In person

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