Guest Relations Manager

Company Description

Shilton Hospitality Pvt Ltd is a diverse hospitality company offering services through its business hotels, resto-bars, catering facilities, music festivals, and leisure resorts. With a strong commitment to quality and customer satisfaction, Shilton Hospitality Pvt Ltd provides a rich blend of experiences for both leisure and business guests.

Role Description

The Guest Relation Manager is responsible for ensuring every guest enjoys a warm, welcoming, and seamless dining experience. This role focuses on guest satisfaction, handling feedback, managing reservations, and supporting service operations to maintain high hospitality standards and brand reputation.

Key Responsibilities :

1. Guest Experience Management

Greet guests warmly and ensure they feel welcomed and valued.

Supervise the flow of guests — manage reservations, seating, and waiting lists efficiently.

Ensure guest preferences, special requests, and repeat-guest details are recorded and communicated to the service team.

Conduct regular table visits to check guest satisfaction and resolve any concerns promptly.

2. Communication & Coordination

Coordinate between the front-of-house, kitchen, and management teams to ensure smooth service.

Communicate feedback and improvement areas to management.

Support event bookings, VIP visits, and special occasions with personalized attention.

3. Complaint Handling & Service Recovery

Handle guest complaints professionally and ensure timely resolution.

Record guest feedback and maintain a service recovery log.

Follow up with guests to ensure satisfaction after issue resolution.

4. Brand Representation & Service Standards

Uphold the restaurant’s service standards, grooming, and presentation guidelines.

Train front-of-house staff in guest interaction, etiquette, and complaint management.

Promote brand values and maintain a consistent, high-quality guest experience.

5. Administration & Reporting

Maintain reservation systems, guest feedback records, and daily reports.

Assist in planning promotional activities and special events.

Prepare weekly guest experience summaries and report to management.

Skills & Qualifications :

Bachelor’s / Diploma in Hotel or Hospitality Management preferred.

Minimum 2–5 years of experience in guest relations, front office, or customer service in a premium restaurant or hotel.

Excellent communication and interpersonal skills.

Strong organizational, multitasking, and problem-solving abilities.

Pleasant personality with professional grooming standards.

Knowledge of POS / reservation systems (e.g., OpenTable, InResto, or similar) preferred.

Personality Traits :

Warm, confident, and service-oriented.

Excellent listener with empathy and patience.

Ability to remain calm under pressure.

Team player with leadership qualities.