Guest Relations Manager

About the role

The Guest Relations Manager will be the face of Bagaichā, ensuring every guest receives a warm, professional, and personalized experience across our 17 restaurant concepts. This role combines relationship building, problem‑solving, and coordination with multiple departments to uphold the highest standards of hospitality.

Key responsibilities

• Welcome guests and deliver a tailored, high‑quality service experience.
• Build and maintain strong guest relationships to drive satisfaction and loyalty.
• Respond promptly to guest inquiries, requests, and complaints, ensuring effective resolution.
• Coordinate with front office, housekeeping, food & beverage, and other teams to meet guest needs.
• Monitor guest feedback via surveys, online reviews, and direct communication, and implement improvement initiatives.
• Provide personalized attention to VIP and special guests.
• Train and mentor guest relations staff on service standards and best practices.
• Maintain accurate guest records, preferences, and special requests.
• Prepare guest satisfaction reports and recommend strategies for service enhancement.
• Promote hotel facilities, events, loyalty programs, and handle emergency situations with discretion.
• Assist in planning and coordinating special events and guest activities.

Required profile

• Bachelor’s degree in Hospitality Management, Hotel Management, Tourism, or a related field (Master’s degree or professional certification is a plus).
• Minimum 3–5 years of experience in guest relations, front office, customer service, or hospitality operations.
• At least 1–2 years of supervisory or managerial experience in the hospitality industry preferred.
• Excellent communication, interpersonal, and leadership abilities.
• Strong problem‑solving, decision‑making, and organizational skills.
• Attention to detail, ability to work under pressure, and professional appearance.
• Cultural awareness and sensitivity.

Required skills