Guest Relations Manager

Job Title: Guest Relation Manager
Department: Front Office / Guest Services
Location: Mumbai, Maharashtra, India
Employment Type: Full-time, On-site
Job Purpose
The Guest Relation Manager serves as the primary ambassador of luxury, sophistication, and personalized service at our five-star property. This role is responsible for overseeing the daily operations of the Guest Relations team, managing VIP guest experiences, and ensuring the seamless execution of luxury service standards. The ideal candidate will anticipate guest needs, resolve complex issues with grace, and cultivate long-term loyalty among high-net-worth individuals, corporate executives, and international travelers visiting Mumbai.
Key Responsibilities
VIP & Loyalty Management: Oversee the end-to-end experience for VIP guests, celebrities, and elite loyalty members, from pre-arrival curation to departure.
Team Leadership: Supervise, mentor, and schedule the Guest Relations Executives and Lobby Ambassadors to ensure immaculate grooming and service standards.
Glitch & Complaint Resolution: Act as the primary point of escalation for guest grievances, resolving issues instantly with diplomacy and empowering the team to deliver creative recovery solutions.
Operations & Coordination: Conduct daily shift briefings, review guest arrival profiles, and collaborate closely with Housekeeping, Food & Beverage, and Security teams to fulfill bespoke requests.
Lobby Presence: Maintain a highly visible, welcoming presence in the main lobby during peak check-in/check-out hours to engage with guests and gather real-time feedback.
Cultural & Local Expertise: Provide sophisticated recommendations regarding Mumbai’s premium dining, art, fashion, and corporate landscapes.
Required Qualifications & Skills
Experience: A minimum of 3 to 5 years of experience in Guest Relations or Front Office operations within a certified five-star luxury hotel, with at least 1–2 years in a supervisory or assistant managerial capacity.
Education: A Bachelor’s Degree or Diploma in Hotel Management, Hospitality Administration, or a related field from a reputable institute.
Languages: Native or professional fluency in English and Hindi is mandatory. Knowledge of Marathi or a foreign language (e.g., French, Arabic, Mandarin) is highly advantageous.
Technical Savvy: High proficiency in Property Management Systems (PMS), specifically Opera, along with standard MS Office applications.
Interpersonal Excellence: Exceptional communication, grooming, and networking skills, with an innate ability to remain calm and polished under high-pressure situations.
What We Offer
Competitive salary package matching premium industry standards in Mumbai.
Comprehensive health, medical, and life insurance benefits.
Complimentary duty meals in the employee dining room.
Global hotel stay discounts and career growth opportunities within our luxury brand network.

Work arrangement
No