– Guest Relations Manager

Job Summary The Guest Relations Manager is responsible for overseeing and enhancing the overall guest experience by ensuring personalized, warm, and professional hospitality throughout the guest journey. The role involves managing the Guest Relations team, handling guest feedback and complaints, coordinating with various departments, and maintaining the resort’s service standards. The manager will focus on guest satisfaction, service excellence, VIP guest management, positive online reviews, and repeat business while upholding the resort’s brand values and hospitality standards.

Key Responsibilities

- Guest Experience Management: Oversee the complete guest journey, ensuring exceptional service from pre-arrival communication to departure and post-stay follow-up.
- Team Management: Lead, supervise, train, and motivate the Guest Relations team to maintain high standards of service and professionalism.
- Guest Relations: Build robust relationships with guests by providing personalized attention, anticipating their needs, and ensuring a memorable stay.
- VIP and Special Occasion Management: Coordinate personalized arrangements for VIP guests, repeat guests, honeymooners, birthdays, anniversaries, and other special occasions.
- Complaint Handling and Service Recovery: Handle escalated guest complaints professionally, take timely corrective action, and ensure effective resolution to maintain guest satisfaction.
- Interdepartmental Coordination: Work closely with Front Office, Housekeeping, Food & Beverage, Maintenance, Security, Reservations, and other departments to ensure seamless service delivery.
- Guest Feedback Management: Collect, analyze, and monitor guest feedback through surveys, direct interactions, online reviews, and other channels. Implement improvements based on guest suggestions.
- Online Reputation Management: Monitor guest reviews on platforms such as Google, TripAdvisor, and online travel agencies, coordinate appropriate responses, and work toward improving the resort’s reputation and ratings.
- Service Standards and SOPs: Develop, implement, and monitor guest relations procedures, service standards, and standard operating procedures (SOPs).
- Guest Satisfaction and Loyalty: Identify opportunities to enhance guest loyalty, encourage repeat visits,



and strengthen long-term guest relationships.
- Local Experience and Concierge Services: Recommend and coordinate local attractions, sightseeing, nature activities, cultural experiences, transportation, and other guest activities in Wayanad.
- Operational Supervision: Oversee daily Guest Relations operations, guest arrivals and departures, special requests, and follow-up activities to ensure timely service.
- Reservations and Front Office Support: Coordinate with the Front Office and Reservations teams regarding guest preferences, room arrangements, special requests, and operational requirements.
- Reporting and Documentation: Maintain accurate guest profiles, preference records, complaint logs, service recovery reports, and guest satisfaction reports.
- Performance Monitoring: Track guest satisfaction scores, online ratings, complaint resolution times, repeat guest ratios, and other relevant performance indicators.
- Training and Development: Conduct regular team briefings and training sessions on communication, grooming, hospitality etiquette, complaint handling, and service excellence.
- Management Reporting: Report guest concerns, operational challenges, service trends, and improvement opportunities to the Resort Manager or General Manager.
- Professional Standards: Ensure that the team maintains appropriate grooming, communication, confidentiality, discipline, and professional conduct.
- Compliance and Safety: Ensure adherence to resort policies, guest privacy requirements, safety procedures, and applicable hospitality standards.

Requirements

- Diploma or Degree in Hotel Management, Hospitality, Tourism, or a related field preferred.
- Previous experience in Guest Relations, Front Office, or Guest Experience Management, preferably in a luxury hotel or resort.
- Prior supervisory or managerial experience in hospitality is preferred.
- Excellent communication and interpersonal skills in English; knowledge of Hindi and Malayalam is an advantage.




- Strong leadership, team management, and decision-making abilities.
- Excellent guest complaint handling, conflict resolution, and service recovery skills.
- Robust customer-service orientation with a pleasant, approachable, and professional personality.
- Knowledge of hotel Property Management Systems (PMS), guest feedback platforms, and basic computer applications.
- Understanding of online reputation management and guest review platforms.
- Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
- Ability to coordinate effectively with different departments and lead a team in a fast-paced hospitality environment.
- Knowledge of Wayanad’s local attractions, tourism activities, and guest experiences is an advantage.
- Willingness to work flexible shifts, weekends, public holidays, and during peak occupancy periods.

Key Performance Indicators (KPIs)

- Guest satisfaction scores and overall guest experience ratings.
- Online review ratings and reputation improvement.
- Guest complaint resolution time and service recovery effectiveness.
- Repeat guest percentage and guest loyalty.
- VIP guest satisfaction and personalization standards.
- Timely completion of guest requests and follow-ups.
- Team performance, grooming, training, and service compliance.
- Implementation of guest feedback and service improvement initiatives.

Reporting Structure

Reports To: Resort Manager / General Manager

Supervises: Guest Relations Associates, Guest Relations Executives, and other assigned guest-facing team members.

Department: Front Office / Guest Experience

Work Location: Wayanad, Kerala

Core Competencies

- Guest-centric leadership and personalized hospitality.
- Effective communication and relationship building.
- Complaint management and problem-solving.
- Team leadership, coaching, and motivation.
- Cross-departmental coordination.
- Attention to detail and operational efficiency.
- Professionalism, empathy, and emotional intelligence.
- Commitment to service excellence and continuous improvement.

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits

- Cell phone reimbursement
- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

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