Guest Relations Manager

MALABAR GOLD & DIAMONDS; Coimbatore District; On-site; INR 300,000 - 420,000; Full time

Job summary

MALABAR GOLD & DIAMONDS in Coimbatore invites an experienced Guest Relations professional to oversee the guest experience. You will welcome VIPs, build relationships, anticipate needs, and ensure personalized service.

This role leads the guest relations team, handles feedback and service recovery with empathy, monitors satisfaction, maintains guest profiles, and coordinates special occasions while supporting Front Office during peak periods.

Responsibilities

• Oversee and manage the overall guest relations function.
• Welcome VIPs, repeat guests, and special guests and ensure personalized service.
• Build strong relationships with guests and anticipate their needs and preferences.
• Handle guest feedback, complaints, and service recovery with professionalism and empathy.
• Monitor guest satisfaction and proactively identify opportunities to improve the guest experience.
• Maintain accurate guest profiles, preferences, special occasions, and service recovery records.
• Coordinate special arrangements for birthdays, anniversaries, VIP stays, and other occasions.
• Train, coach, and motivate the guest relations team on service standards and hospitality best practices.
• Monitor online guest reviews and coordinate appropriate responses with management.
• Prepare and share guest feedback and satisfaction reports with management.
• Support Front Office operations during busy periods when required.

Job description

• Oversee and manage the overall guest relations function.
• Welcome VIPs, repeat guests, and special guests and ensure personalized service.
• Build strong relationships with guests and anticipate their needs and preferences.
• Handle guest feedback, complaints, and service recovery with professionalism and empathy.
• Monitor guest satisfaction and proactively identify opportunities to improve the guest experience.
• Maintain accurate guest profiles, preferences, special occasions, and service recovery records.
• Coordinate special arrangements for birthdays, anniversaries, VIP stays, and other occasions.
• Train, coach, and motivate the guest relations team on service standards and hospitality best practices.
• Monitor online guest reviews and coordinate appropriate responses with management.
• Prepare and share guest feedback and satisfaction reports with management.
• Support Front Office operations during busy periods when required.