Job Purpose
The Relationship Manager serves as the primary point of contact for guests and customers,
ensuring a seamless and exceptional experience through personalized service, effective
communication, and prompt issue resolution. The role demands a customer-focused
approach to enhance client satisfaction and build long-term relationships.
Key Accountabilities
Guest Engagement and Relationship Management
Welcome and greet guests upon arrival, ensuring a warm, pleasant, and efficient
check-in process.
Attend to guest inquiries and requests, offering tailored solutions to enhance their
experiences.
Provide accurate and detailed information about the property, surrounding areas,
and amenities.
Offer personalized recommendations for local attractions, dining options, and
activities to enrich guest stays.
Conduct demonstrations of sample flats, highlighting key features and benefits to
potential customers.
Service Coordination and Event Support
Coordinate with internal teams andchannel partnersto address guest needs and
resolve issues promptly, ensuring a seamless experience.
Collaborate with housekeeping teams to prepare rooms and maintain cleanliness
and comfort standards.
Assist in planning and executing guest-related events and gatherings within the
premises.
Arrange transportation and bookings as per guest requirements to ensure
convenience.
Feedback and Reporting
Collect feedback from guests regarding their preferences, likes, and areas for
improvement.
Maintain detailed logs of guest interactions, services provided, and feedback
received.
Regularly update guest folios, noting preferences and creating a personalized
experience for repeat visits.
Provide reports to management on guest satisfaction levels and suggestions for
service enhancement.
Facility and Standard Maintenance
Ensure guest facilities are in pristine condition, coordinating maintenance activities
when needed.
Adhere to and promote company grooming and hygiene standards to maintain a
qualified appearance.