Guest Relationship Manager at Chrisvirgy Homes

About the Role

We are seeking a skilled Guest Relationship Manager to join our dynamic team and enhance our guest service delivery. The Guest Relationship Manager will be responsible for ensuring guests receive outstanding hospitality services from arrival to departure. This role involves managing guest feedback, resolving service challenges, supervising guest-facing activities, and maintaining excellent customer satisfaction standards.

Key Responsibilities

• Serve as the primary contact person for guests, ensuring seamless check-in and check-out processes
• Respond promptly and professionally to guest inquiries, complaints, and requests
• Monitor guest satisfaction levels and implement improvements where necessary
• Coordinate communication between guests, housekeeping, maintenance, and other operational teams
• Prepare guest service reports and provide recommendations for service enhancement
• Manage VIP and long-stay guest relations to ensure personalized and efficient service
• Maintain detailed guest records and update CRM databases effectively
• Plan and implement guest engagement and retention initiatives
• Ensure compliance with all hospitality standards, policies, and procedures

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• Minimum of 2–4 years' experience in customer service roles within hotels or serviced apartments
• Experience in managing customer complaints and service recovery
• Proficiency with hotel management software and MS Office Suite

Skills & Competencies

• Strong interpersonal and communication skills
• Excellent problem-solving ability and conflict resolution skills
• Customer-centric mindset with attention to detail
• Ability to multitask and work under pressure
• Leadership and team coordination skills
• Professional and confident demeanor