Guest Relations Female: Hotel/resort

5 days ago

Udaipur, India Aavesh Enterprises Full time

**Job Summary**:
The Guest Relationship Manager is responsible for ensuring exceptional guest experiences by proactively engaging with guests, resolving concerns, and managing VIP and special requests. The GRM plays a key role in guest retention, satisfaction, and loyalty by maintaining a strong presence throughout the guest journey—from arrival to departure.

**Key Responsibilities**:

- **Guest Interaction & Service Excellence**:

- Greet and welcome guests upon arrival; ensure a smooth and personalized check-in/check-out experience.
- Handle guest queries, complaints, and special requests promptly and professionally.
- Anticipate guest needs and provide thoughtful, tailored service to enhance satisfaction.
- **VIP & Loyalty Guest Management**:

- Coordinate with reservations and front office to identify VIP, loyalty program, and repeat guests.
- Prepare welcome amenities, special arrangements, and ensure personalized attention for high-profile guests.
- **Complaint Resolution**:

- Address guest concerns in a courteous and effective manner.
- Document issues, follow up with relevant departments, and ensure timely resolution.
- Conduct post-resolution calls or meetings to ensure guest satisfaction.
- **Relationship Building**:

- Build strong rapport with guests to encourage repeat visits.
- Collect guest feedback and suggestions; analyze patterns to improve services.
- Promote hotel services, facilities, and loyalty programs where appropriate.
- **Coordination & Communication**:

- Liaise with all departments (housekeeping, F&B, concierge, etc.) to ensure guest expectations are met.
- Maintain accurate guest profiles and preferences in the PMS (Property Management System).
- **Reporting & Administration**:

- Maintain logs of guest interactions, complaints, and feedback.
- Provide daily reports to the Front Office or General Manager on guest satisfaction and service issues.

**Qualifications & Skills**:

- Degree or Diploma in Hotel Management or related field.
- 2-4 years of experience in front office or guest service roles, with at least 1 year in a supervisory or guest relations position.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficient in using PMS (e.g., Opera, IDS, or equivalent) and MS Office.
- Fluency in English; knowledge of other languages is an advantage.
- Well-groomed and professional appearance.

**Work Environment**:

- Hotel lobby, guest service areas, and guest floors.
- Requires flexible scheduling, including weekends, holidays, and peak check-in/check-out hours.

Pay: ₹40,000.00 - ₹50,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Food provided
- Provident Fund

Schedule:

- Day shift
- Rotational shift

Supplemental Pay:

- Commission pay
- Performance bonus
- Yearly bonus

Work Location: In person

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