Assistant Manager Guest Relation

Company Description:

Raffles Udaipur opened in 2021, its ornamental gardens, tumbling fountains and stately Indo-Saracenic architecture describing a love story between India and the West. Set on a 21-acre private island rich with birdlife and exotic flora and fauna, this contemporary reimagining of a country mansion is the first Raffles hotel in India.

Just 20 minutes from the airport, Raffles Udaipur spans a private island and serene lakeshore. Begin your journey with a graceful boat ride, guided by migratory birds. Discover 137 rooms and suites, 10 dining experiences, two pools, wellness rituals, and the timeless care of the Raffles Butler.

Job Description:

We are seeking an experienced and customer-focused Assistant Manager for Guest Relations to join our hospitality team in Udaipur, India. In this role, you will be responsible for ensuring exceptional guest experiences, managing guest relations operations, and leading a team dedicated to delivering outstanding service. You will serve as a key liaison between guests and various departments, addressing concerns promptly and professionally while maintaining the highest standards of hospitality excellence.

• Oversee daily guest relations operations and ensure consistent delivery of high-quality service standards
• Address guest inquiries, complaints, and concerns with empathy and professionalism, implementing effective resolutions
• Supervise and mentor guest relations staff, providing coaching, feedback, and performance guidance
• Coordinate with front office, housekeeping, food and beverage, and other departments to ensure seamless guest experiences
• Monitor and analyze guest feedback, surveys, and reviews to identify trends and opportunities for service improvement
• Develop and implement guest relations strategies and initiatives to enhance satisfaction and loyalty
• Maintain accurate records of guest interactions and complaints using property management systems
• Conduct training sessions for staff on guest service protocols, communication skills, and conflict resolution
• Prepare regular reports on guest satisfaction metrics and departmental performance
• Ensure compliance with hospitality standards, policies, and procedures
• Participate in special events and functions to ensure guest satisfaction and operational excellence

Qualifications:

• Minimum 2-3 years of experience in guest relations, customer service, or hospitality management
• Proven supervisory or team leadership experience
• Excellent verbal and written communication skills in English
• Strong interpersonal and relationship-building abilities
• Demonstrated problem-solving and conflict resolution skills
• Proficiency with guest management systems and property management software
• Solid organizational and time management skills
• Knowledge of hospitality industry standards and best practices
• Ability to remain calm and professional under pressure
• Strong attention to detail and commitment to service excellence

Preferred Qualifications:

• Multilingual capabilities (Hindi, Gujarati, or other regional languages)
• Experience with customer relationship management (CRM) software
• Background in event coordination or special services
• Training and development experience
• Hospitality certification or relevant professional training