Job Description

• We are currently seeking a skilled Guest Relationship Manager to join our dynamic team and enhance our guest service delivery
• The Guest Relationship Manager will be responsible for ensuring guests receive outstanding hospitality services from arrival to departure.
• The role involves managing guest feedback, resolving service challenges, supervising guest-facing activities, and maintaining excellent customer satisfaction standards.

Key Responsibilities

• Serve as the primary contact person for guests, ensuring seamless check-in and check-out processes.
• Respond promptly and professionally to guest inquiries, complaints, and requests.
• Monitor guest satisfaction levels and implement improvements where necessary.
• Coordinate communication between guests, housekeeping, maintenance, and other operational teams.
• Prepare guest service reports and provide recommendations for service enhancement.
• Manage VIP and long-stay guest relations to ensure personalized and efficient service.
• Maintain detailed guest records and update CRM databases effectively.
• Plan and implement guest engagement and retention initiatives.
• Ensure compliance with all hospitality standards, policies, and procedures.

Job Specifications
Qualifications & Experience:

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• Minimum of 2–4 years’ experience in customer service roles within hotels or serviced apartments.
• Experience in managing customer complaints and service recovery.
• Proficiency with hotel management software and MS Office Suite.

Skills & Competencies:

• Strong interpersonal and communication skills.
• Excellent problem-solving ability and conflict resolution skills.
• Customer-centric mindset with attention to detail.
• Ability to multitask and work under pressure.
• Leadership and team coordination skills.
• Professional, confident, and friendly personality.

Additional Requirements:

• Must be willing to work flexible hours, including weekends and holidays.
• Must demonstrate integrity, courtesy, and strong organizational skills.

go to method of application »