Assistant Manager - Guest Relations

Job Summary:

The Assistant Manager Guest Relations will be responsible for creating exceptional and memorable guest experiences by delivering personalized service, anticipating guest needs, and creating meaningful WOW Moments that leave a lasting impression. The role will focus on driving guest satisfaction and improving Net Promoter Score (NPS) through innovative guest engagement initiatives, effective service recovery, and continuous improvement in service delivery.

The incumbent will lead and develop the Guest Relations team, train team members in guest engagement and service excellence, and foster a guest-centric culture that encourages creativity, empathy, ownership, and consistent delivery of outstanding hospitality experiences.

Key Responsibilities:

Guest Experience & WOW Moments:

1. Create memorable guest experiences through personalised interactions, thoughtful gestures, and exceptional service that exceeds guest expectations.
2. Identify and implement creative initiatives to surprise and delight guests, turning routine interactions into memorable experiences.
3. Develop, document, and promote compelling WOW Stories that showcase exceptional guest service and meaningful guest interactions.
4. Proactively engage with guests to understand their preferences, anticipate their needs, and provide personalised assistance.
5. Ensure special attention to VIPs, frequent travellers, and guests with specific requirements.

Guest Satisfaction & NPS Improvement

1. Drive continuous improvement in Net Promoter Score (NPS), guest satisfaction, and overall service experience.
2. Monitor guest feedback, identify service gaps, analyse recurring concerns, and implement corrective and preventive measures.
3. Encourage team members to create positive guest interactions and build lasting relationships through personalised service.
4. Track guest feedback, compliments, complaints, and service recovery outcomes to identify opportunities for improvement.
5. Collaborate with operational teams to address guest concerns and enhance the overall guest journey.

Team Management & Development

1. Lead, supervise, and motivate the Guest Relations team to deliver consistent and exceptional service standards.
2. Conduct regular briefings, coaching sessions, and performance reviews to strengthen team effectiveness.
3. Train and mentor team members in guest relations, communication, professional etiquette, complaint handling, service recovery, and WOW experience creation.
4. Build a culture of empathy, accountability, teamwork, creativity, and continuous learning.
5. Recognise and share exemplary guest interactions and WOW Stories to motivate the team and encourage service excellence.
6. Identify skill gaps and implement targeted training and development initiatives.

Guest Complaint Handling & Service Recovery

1. Handle guest complaints, escalations, and service-related concerns with empathy, professionalism, and urgency.
2. Take ownership of service recovery and coordinate with relevant stakeholders to ensure timely and effective resolution.
3. Empower team members to address guest concerns proactively within established service guidelines.
4. Analyse recurring complaints and recommend corrective actions to prevent service failures.
5. Ensure appropriate follow-up on escalated cases to maintain guest confidence and satisfaction.

Service Standards & Operational Excellence

1. Ensure adherence to established SOPs, brand standards, grooming guidelines, and guest service protocols.
2. Conduct regular checks of guest-facing areas to ensure service readiness and presentation standards.
3. Coordinate with lounge operations, food and beverage, housekeeping, and other stakeholders to ensure seamless service delivery.
4. Introduce innovative guest engagement practices and service improvement initiatives to enhance the overall hospitality experience.
5. Maintain accurate records of guest feedback, complaints, service recovery actions, and WOW Stories.

Reporting & Continuous Improvement

1. Prepare periodic reports on NPS, guest satisfaction, complaints, compliments, and service improvement initiatives.
2. Identify trends in guest feedback and recommend actionable improvements to management.
3. Monitor the effectiveness of guest relations training and the implementation of service standards.
4. Share best practices and successful guest experience initiatives across the team to drive consistent service excellence.

Qualification:

• 4-7 years of relevant experience in the hospitality industry, preferably in luxury hotels, premium airport lounges, airlines, or airport hospitality environments.
• Prior experience in guest relations, guest experience management, front office, or customer service roles is preferred.
• Experience in handling VIP guests, managing guest complaints, leading frontline teams, and delivering personalised guest experiences will be an added advantage.