Experience
3 - 8 yrs
Job Location
Kochi, India
Vacancy
1
Designation
Guest Relation Manager
Job Type
ONSITE
Job Description
Responsibilities may include but are not limited to, confirm your Job Descriptions with the Interviewer:
- Guest Interaction :
- Greet and welcome guests upon arrival with warmth and professionalism.
- Act as the main point of contact for guest inquiries, requests, and complaints.
- Provide accurate information about the organization s facilities, services, and local attractions.
- Customer Service Excellence :
- Ensure prompt resolution of guest issues or concerns to maintain satisfaction.
- Monitor and measure guest satisfaction levels through feedback, surveys, and reviews.
- Anticipate guest needs and personalize services to enhance their experience.
- Coordination :
- Collaborate with internal departments (e.g., housekeeping, food and beverage, concierge) to fulfill guest requests efficiently.
- Oversee VIP guest arrangements, special occasions, or customized experiences.
- Complaint Management :
- Handle and resolve guest complaints tactfully while maintaining a professional demeanor.
- Document feedback and report recurring issues to management for improvements.
- Training and Supervision :
- Train front-line staff on guest service standards and protocols.
- Supervise the guest relations team to ensure consistent service delivery.
- Administrative Duties :
- Maintain accurate records of guest interactions, preferences, and feedback.
- Prepare reports for management on guest satisfaction trends and opportunities for improvement.
Skills and Qualifications :
- Educational Background : Any degree.
- Experience : Minimum 3 years of relevant experience.
- Skills :
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- High level of emotional intelligence and cultural sensitivity.
- Proficiency in relevant software (e.g., property management systems, CRM tools).