Guest Relations Supervisor

Company Description Mahindra Holidays & Resorts India Ltd. (MHRIL), part of the USD 20.7 billion Mahindra Group, is a leading vacation ownership company in India. Its flagship brand, Club Mahindra, offers holidays at more than 100 resorts across India and international destinations including Dubai, Thailand, Singapore, Malaysia, Sri Lanka, Bhutan, Finland, Sweden, Spain, and the USA. With a fast-growing base of over 250,000 members, the company focuses on delivering memorable family holiday experiences. Club Mahindra is known for creating “magical moments” through over 500 unique “Only at Club Mahindra” experiences that enrich each stay and encourage repeat visits.
Role Description The Guest Relations Supervisor is responsible for overseeing daily guest-facing operations and ensuring a high standard of hospitality at the resort. This full-time, on-site role is based in Madikeri and involves supervising front office activities, managing reservations, and coordinating with various departments to resolve guest requests and concerns promptly. The role includes monitoring guest feedback, handling escalations, and guiding team members to maintain consistent service quality. The Guest Relations Supervisor will also support the implementation of service standards, train staff on guest interaction protocols, and contribute to creating memorable experiences aligned with Club Mahindra’s brand values.
Qualifications
Candidates should possess strong Guest Relations and Customer Service skills, with a focus on creating positive, memorable guest experiences.
Candidates should possess excellent Communication skills, including clear verbal and written communication and active listening abilities.
Candidates should possess knowledge of Front Office operations, including check-in/check-out procedures and lobby management.
Candidates should possess Reservations management skills, including handling bookings, modifications, and cancellations accurately.
Relevant experience in hospitality or resort operations, preferably in a supervisory or team lead role.
Ability to manage and mentor a diverse team, handle pressure during peak seasons, and resolve conflicts effectively.
Familiarity with property management systems and basic computer applications.
Diploma or degree in Hotel Management, Hospitality, or a related field is preferred.
Strong organizational skills, attention to detail, and a commitment to inclusive, non-discriminatory guest service.

Work arrangement
No