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3 Days Left! Guest Relations Manager

3 Days Left! Guest Relations Manager

Shilton Hospitality Pvt LtdIndia
17 hours ago
Job description

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.
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