Guest Relations Manager

Job Title: Guest Relations Manager

Department: Rooms / Front Office

Reports To: Front Office Manager / Resident Manager

Role Overview

We are seeking an exceptionally refined Guest Relations Manager to lead the guest experience function at our luxury property. The ideal candidate brings a deep-rooted culture of anticipatory, instinctive service — the hallmark of India's finest hospitality institutions. Candidates with a background from The Oberoi Group are strongly preferred.

Key Responsibilities

Guest Experience & Personalisation

• Personally receive and farewell VIP, VVIP, repeat, and long-stay guests, ensuring every touchpoint reflects the highest standards of luxury hospitality
• Anticipate and fulfil unstated guest needs through meticulous pre-arrival preparation, in-stay engagement, and thoughtful departure moments
• Maintain detailed, up-to-date guest preference profiles to enable consistently personalised service across every visit
• Coordinate bespoke arrangements for special occasions — anniversaries, birthdays, honeymoons, and private celebrations — in close partnership with F&B, Housekeeping, and Butler teams

Service Recovery & Complaint Handling

• Own all guest concerns with empathy, urgency, and full accountability — ensuring every situation is resolved to the guest's complete satisfaction
• Follow up personally to confirm resolution and rebuild guest confidence where required
• Maintain a culture of service recovery that is proactive rather than reactive

Team Leadership & Development

• Lead, coach, and inspire the guest relations team to deliver consistent, brand-aligned service at every interaction
• Conduct structured briefings, performance conversations, and on-floor mentoring
• Instil a culture of warmth, attentiveness, and quiet luxury in every team member

Reputation & Loyalty Management

• Monitor and respond professionally to guest feedback across TripAdvisor, Google, OTAs, and brand-specific platforms
• Drive loyalty programme enrolment and deepen engagement among repeat guests
• Track guest satisfaction metrics (GSS / NPS / internal audits) and lead corrective action plans

VIP & Protocol Management

• Prepare and distribute daily VIP arrival reports; brief all relevant departments in advance
• Manage room allocation, upgrade decisions, and amenity standards for high-profile arrivals
• Liaise with security, ownership offices, and executive leadership for VVIP or diplomatic guests as required

Administration & Compliance

• Ensure accurate records in the PMS (Opera or equivalent) including preferences, incidents, and special requests
• Uphold brand SOPs, Forbes/LQA standards, and all data privacy protocols
• Prepare periodic reporting on guest satisfaction trends and team performance for senior leadership

Candidate Profile

• 5–8 years of progressive experience in guest relations or front office within five-star or ultra-luxury hospitality
• Experience with The Oberoi Group — particularly graduates of OCLD (Oberoi Centre of Learning and Development) — will be given strong preference
• Familiarity with the Oberoi philosophy of intuitive, anticipatory service and its application in a high-touch luxury environment
• Immaculate presentation, composure under pressure, and exceptional emotional intelligence
• Fluency in English is essential; proficiency in additional languages is advantageous
• Proficiency in Opera PMS or a comparable property management system
• Degree or diploma in Hotel Management from a recognised institution