Role Overview

The Cluster Manager – Guest Relations is responsible for overseeing guest experience across multiple properties within the assigned cluster. This role ensures high service standards, handles escalations, and drives guest satisfaction, retention, and brand loyalty.

Key Responsibilities
Manage and oversee guest relations operations across multiple properties in the cluster
Ensure a consistent and high-quality guest experience at all locations
Handle and resolve guest complaints and escalations in a timely and qualified manner
Monitor guest feedback, reviews, and ratings across platforms and implement improvement plans
Train and guide on-ground teams on guest handling, service standards, and communication
Coordinate with housekeeping, operations, and maintenance teams to ensure seamless service delivery
Develop and implement

SOPs for guest experience and service excellence
Conduct regular property visits and audits to maintain service quality




Maintain robust customer relationships and ensure repeat business
Analyze guest data and feedback to identify trends and areas of improvement
Ensure adherence to company policies and service benchmarks

Key Skills & Competencies:
Strong communication and interpersonal skills
Excellent problem-solving and conflict resolution abilities
Leadership and team management skills
High level of empathy and customer-centric approach
Ability to handle pressure and manage multiple properties
Positive organizational and coordination skills
Rising a bike is a must

Qualifications & Experience:
Bachelor’s degree in Hospitality, Business Administration, or related field
3–6 years of experience in guest relations / hospitality / customer experience
Prior experience in handling multiple properties or teams is preferred
Management, Business Administration, or a related field is beneficial.

📌 Cluster Manager Guest Experience North Goa (India)
🏢 Staymaster
📍 India