Job Description

Job Summary:

The Guest Relationship Manager is responsible for ensuring exceptional guest experiences by proactively engaging with guests, resolving concerns, and managing VIP and special requests. The GRM plays a key role in guest retention, satisfaction, and loyalty by maintaining a strong presence throughout the guest journey--from arrival to departure.

Key Responsibilities:

Guest Interaction & Service Excellence:

Greet and welcome guests upon arrival; ensure a smooth and personalized check-in/check-out experience. Handle guest queries, complaints, and special requests promptly and professionally. Anticipate guest needs and provide thoughtful, tailored service to enhance satisfaction.

VIP & Loyalty Guest Management:

Coordinate with reservations and front office to identify VIP, loyalty program, and repeat guests. Prepare welcome amenities, special arrangements, and ensure personalized attention for high-profile guests.

Complaint Resolution:

Address guest concerns in a courteous and effective manner. Document issues, follow up with relevant departments, and ensure timely resolution. Conduct post-resolution calls or meetings to ensure guest satisfaction.

Relationship Building:

Build strong rapport with guests to encourage repeat visits. Collect guest feedback and suggestions; analyze patterns to improve services. Promote hotel services, facilities, and loyalty programs where appropriate.

Coordination & Communication:

Liaise with all departments (housekeeping, F&B, concierge, etc.) to ensure guest expectations are met. Maintain accurate guest profiles and preferences in the PMS (Property Management System).

Reporting & Administration:

Maintain logs of guest interactions, complaints, and feedback. Provide daily reports to the Front Office or General Manager on guest satisfaction and service issues.

Qualifications & Skills:

Degree or Diploma in Hotel Management or related field. 2-4 years of experience in front office or guest service roles, with at least 1 year in a supervisory or guest relations position. Excellent communication and interpersonal skills. Strong problem-solving and conflict-resolution abilities. Proficient in using PMS (e.g., Opera, IDS, or equivalent) and MS Office. Fluency in English; knowledge of other languages is an advantage. Well-groomed and professional appearance.

Work Environment:

Hotel lobby, guest service areas, and guest floors. Requires flexible scheduling, including weekends, holidays, and peak check-in/check-out hours.
Job Type: Full-time

Pay: ?40,000.00 - ?50,000.00 per month

Benefits:

Cell phone reimbursement Food provided Provident Fund
Schedule:

Day shift Rotational shift
Supplemental Pay:

Commission pay Performance bonus Yearly bonus
Work Location: In person