Guest Relations Manager

Taj Safaris; Bengaluru; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

Taj Safaris in Bengaluru seeks a Guest Relations Manager to ensure exceptional guest experiences and seamless service across all touchpoints. You will manage VIP arrivals, coordinate with departments, and drive guest satisfaction while upholding Taj's standards.

The role emphasizes revenue generation through enhanced guest services and upselling, with leadership of the guest relations team to deliver personalized experiences for diverse guests.

Qualifications

• Degree in Hospitality Management.
• 1 year in a managerial role or 2 years in a supervisory position.
• English language proficiency required.

Responsibilities

• Plan VIP arrivals stay experiences and magical moments.
• Monitor daily bookings and ensure room readiness as per guest preferences.
• Actively listen to and resolve complaints with appropriate service recoveries with consultation within Front Office Manager.
• Promptly address guest requests with coordination across all operational departments.
• Ensure personalized service for special guests (VIPs, elderly, disabled, families).
• Lead guest relations team to comply with standards and operating procedures.
• Analyze guest feedback and suggest actions to improve satisfaction.

Skills

Guest relations

Team leadership

Revenue management

Complaint handling

Guest-centric service

Education

Degree in Hospitality Management

Job description

Job Objective

To ensure guest satisfaction and create customer delight through seamless and extraordinary service, which is provided to the guest by following the procedures laid down as per the standards.

Essential Job Tasks

• Develops and sustains productive customer relationships, actively seeking information to understand and address guests needs.
• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with Front Office Manager.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Areas of Responsibility

• Financials
  • Ensures daily performance and manages revenue through revenue and yield management techniques.
  • Focuses on generating incremental revenue through Early Check-in and Late Check-outs.
  • Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.
  • Monitors the business of competition hotels in terms of new accounts and rates.
• Process
  • Plan VIP arrivals stay experiences and Magical moments.
  • Monitor daily bookings and ensure as per guest preferences room will be ready, oversee check in and check out procedures.
  • Actively listen to and resolve complaints with appropriate service recoveries with consultation within Front Office Manager.
  • Promptly address guest's requests with coordination with all operational departments
  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services.
  • Manage guest relations team to ensure we comply with all standards and operating procedures.
  • Examine daily duties, assign tasks and check on progress. Appraise team's performance and produce regular reports.
  • Liaise with housekeeping team and in room dining team to provide an overall comfortable guest experience.
  • Analyse guest feedback from hotel survey and online reviews and suggest ways to improve ratings.
  • Recommend local tourist spots, including places to dine, shop and conduct show-around for in-house as well as external/prospective guests as and when the need arises. Interact with the guests and actively participate in taking appropriate actions towards complaints and ensure guest profiles are up to date. Establish friendly relationships with regular hotel guest.
  • Keep a track of guest's anniversary, birthdays, about honeymoon couples or any other special date as made aware of.
  • Ensure compliance of GR processes like First timer's process, Milestone visits, Single lady process, Young guest process, Long stay process etc.
  • Highlight to the front office team regarding any arrival of repeat guests, VIPs and guests under loyalty program and suggest upgrades as per availability.

Required Qualifications

• Degree in Hospitality Management.

Work Experience

• At least 1 year of relevant experience at a managerial position or 2 years of experience at supervisory position.

Languages Needed in Position

• English

Behavioural Competencies

• Process Excellence
• Result Orientation
• Collaborative Engagement
• Change Championship
• Growth Mindset
• Talent Enrichment
• Guest Centricity
• Personal Effectiveness

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.