GUEST RELATIONS MANAGER

Grand Hotels & Resorts

Roles & Responsibilities

- Guest Engagement: Personally interact with guests throughout their stay, ensuring they feel welcomed, valued, and comfortable.
- Guest Satisfaction: Proactively check guest experiences, identify concerns, and ensure every guest leaves the hotel happy.
- Online Reviews: Encourage satisfied guests to share genuine positive experiences through Google, TripAdvisor, Booking.com, MakeMyTrip, and other review platforms.
- Checkout Interaction: Personally connect with departing guests, collect feedback, resolve concerns, and politely request honest online reviews.
- Complaint Resolution: Handle guest complaints immediately and coordinate with relevant departments to provide quick solutions.
- Personalised Hospitality: Recognise special occasions, guest preferences, and VIP requirements to create memorable experiences.
- Department Coordination: Work closely with Front Office, Housekeeping, F&B;, and Operations to maintain excellent service standards.
- Guest Feedback Management: Monitor guest feedback, identify recurring issues, and recommend improvements to management.
- Guest Loyalty: Build strong guest relationships,



encourage repeat visits, and promote positive word-of-mouth recommendations.
- Daily Reporting: Submit daily reports covering guest interactions, satisfaction levels, complaints resolved, and online reviews received.

Key Performance Indicators (KPIs)

- Guest satisfaction score: 90% and above
- Guest complaint resolution: 95% within 24 hours
- Consistent growth in genuine positive Google and OTA reviews
- Improvement in overall hotel review ratings
- Increased repeat guests and positive guest feedback

Ideal Candidate

- Excellent communication and interpersonal skills.
- Pleasant personality with a positive, proactive attitude.
- Solid problem-solving and complaint-handling abilities.
- Previous experience in hotel guest relations or front office.
- Fluency in English and Tamil; additional languages are an advantage.
- Passionate about hospitality and delivering exceptional guest experiences.

Our Goal: Every guest should leave Grand Hotels with a smile, a memorable experience, and a genuine desire to recommend us.

📌 Guest Relations Manager (Kanyakumari)
🏢 The Grand Hotels
📍 Kanyakumari