Guest Relations Manager

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asias largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity. 

Job Objective

To ensure guest satisfaction and create customer delight through seamless and extraordinary service, which is provided to the guest by following the procedures laid down as per the standards.

Essential Job Tasks

*Develops and Sustains productive customer relationships, actively seeking information to understand and address guests needs.

*Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with Front Office Manager.

*Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Areas of Responsibility

Financials

*Ensures daily performance and manages revenue through revenue and yield management techniques.

*Focuses on generating incremental revenue through Early Check-in and Late Check-outs.

*Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.

*Monitors the business of competition hotels in terms of new accounts and rates.

Process

*Plan VIP arrivals stay experiences and Magical moments.

*Monitor daily bookings and ensure as per guest preferences room will be ready, oversee check-in and check-out procedures.

*Actively listen to and resolve complaints with appropriate service recoveries with consultation within Front Office Manager.

*Promptly address guest’s requests with coordination with all operational departments

*Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services.

*Manage guest relations team to ensure we comply with all standards and operating procedures.

*Examine daily duties, assign tasks and check on progress. Appraise team’s performance and produce regular reports.

*Liaise with housekeeping team and in room dining team to provide an overall comfortable guest experience.

*Analyse guest feedback from hotel survey and online reviews and suggest ways to improve ratings.

*Recommend local tourist spots, including places to dine, shop and Conduct show-around for in-house as well as external/prospective guests as and when the need arises. *Interact with the guests and actively participate in taking appropriate actions towards complaints and ensure guest profiles are up to date. Establish friendly relationships with regular hotel guest.

*Keep a track of guest’s anniversary, birthdays, about honeymoon couples or any other special date as made aware of.

*Ensure compliance of GR processes like First timer`s process, Milestone visits, Single lady process, Young guest process, Long stay process etc.

*Highlight to the front office team regarding any arrival of repeat guests, VIPs and guests under loyalty program and suggest upgrades as per availability.

Required Qualifications

Degree in Hospitality Management.

Work Experience

At least 1 year of relevant experience at a managerial position or 2 years of experience at supervisory position.

Languages Needed in Position

English

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.