Guest Relations Manager

About IHCL Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's 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 People '*Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel.
*Empowers associates to provide excellent customer service.
*Prepares the departments duty rosters and approves leave in consultation with the department head.
*Sets a positive example for guest relations.
*Strives to improve service performance.
Audit And Compliance '*Asssists the department heads in reviewing audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance *Conducts the internal audit checklists as per the IHCL Safety Guidelines Safety '*Assists the department head in identifying risks and develop HIRA (Hazard Identification and Risk Assessment).
*Assists the department head in adhering to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity).
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 Process Excellence Result Orientation Collaborative Engagement Change Championship Growth Mindset Talent Enrichment Guest Centricity Personal Effectiveness 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.