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 productive 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 professional appearance.