Guest Relations Manager

Pinnacle People Co.; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

Duty meals

Stay discounts

Career growth opportunities

Job summary

Pinnacle People Co. is seeking a Guest Relation Manager for our five-star Mumbai property.

You will serve as an ambassador of luxury, oversee the daily Guest Relations operations, manage VIP experiences, and ensure seamless delivery of service standards. The role requires 3–5 years in guest relations or Front Office at a five-star hotel, 1–2 years in supervision; a degree in Hotel Management; fluency in English and Hindi; Opera PMS and MS Office proficiency; and the ability to anticipate guest

Qualifications

• 3–5 years in Guest Relations or Front Office within a five-star luxury hotel.
• 1–2 years in a supervisory or assistant managerial role.
• Bachelor’s Degree or Diploma in Hotel Management/Hospitality.
• Fluency in English and Hindi mandatory; Marathi or other languages advantageous.
• Proficiency with Opera PMS and MS Office applications.

Responsibilities

• Oversee VIP and loyalty guest experiences from pre-arrival to departure.
• Lead and mentor Guest Relations Executives and Lobby Ambassadors.
• Resolve guest issues quickly and diplomatically with a recovery mindset.
• Collaborate with Housekeeping, F&B, and Security to fulfill bespoke requests.
• Maintain visible lobby presence during peak check-in/check-out hours.
• Provide sophisticated recommendations on Mumbai's premium dining, art, fashion, and corporate scenes.

Skills

Guest relations

Front Office operations

Team leadership

Communication

Grooming

Education

Hotel Management degree/diploma

Tools

Opera PMS

MS Office

Job description

Department: Front Office / Guest Services

Employment Type: Full-time, On-site

Job Purpose

The Guest Relation Manager serves as the primary ambassador of luxury, sophistication, and personalized service at our five-star property. This role is responsible for overseeing the daily operations of the Guest Relations team, managing VIP guest experiences, and ensuring the seamless execution of luxury service standards. The ideal candidate will anticipate guest needs, resolve complex issues with grace, and cultivate long-term loyalty among high-net-worth individuals, corporate executives, and international travelers visiting Mumbai.

Key Responsibilities

• VIP & Loyalty Management: Oversee the end-to-end experience for VIP guests, celebrities, and elite loyalty members, from pre-arrival curation to departure.
• Team Leadership: Supervise, mentor, and schedule the Guest Relations Executives and Lobby Ambassadors to ensure immaculate grooming and service standards.
• Glitch & Complaint Resolution: Act as the primary point of escalation for guest grievances, resolving issues instantly with diplomacy and empowering the team to deliver creative recovery solutions.
• Operations & Coordination: Conduct daily shift briefings, review guest arrival profiles, and collaborate closely with Housekeeping, Food & Beverage, and Security teams to fulfill bespoke requests.
• Lobby Presence: Maintain a highly visible, welcoming presence in the main lobby during peak check-in/check-out hours to engage with guests and gather real-time feedback.
• Cultural & Local Expertise: Provide sophisticated recommendations regarding Mumbai’s premium dining, art, fashion, and corporate landscapes.

Required Qualifications & Skills

• Experience: A minimum of 3 to 5 years of experience in Guest Relations or Front Office operations within a certified five-star luxury hotel, with at least 1–2 years in a supervisory or assistant managerial capacity.
• Education: A Bachelor’s Degree or Diploma in Hotel Management, Hospitality Administration, or a related field from a reputable institute.
• Languages: Native or professional fluency in English and Hindi is mandatory. Knowledge of Marathi or a foreign language (e.g., French, Arabic, Mandarin) is highly advantageous.
• Technical Savvy: High proficiency in Property Management Systems (PMS), specifically Opera, along with standard MS Office applications.
• Interpersonal Excellence: Exceptional communication, grooming, and networking skills, with an innate ability to remain calm and polished under high-pressure situations.

What We Offer

• Competitive salary package matching premium industry standards in Mumbai.
• Comprehensive health, medical, and life insurance benefits.
• Complimentary duty meals in the employee dining room.
• Global hotel stay discounts and career growth opportunities within our luxury brand network.