Guest Experience &amp; Service Excellence

<ul>
<li>Ensure a warm, professional, and personalized welcome for all guests, including VIPs, repeat guests, and loyalty members.</li>
</ul>

<ul>
<li>Anticipate guest needs and proactively resolve concerns to exceed expectations.</li>
</ul>

<ul>
<li>Handle guest complaints efficiently, ensuring quick resolution and follow-up.</li>
</ul>

<ul>
<li>Maintain strong guest relations throughout the guest journey—from arrival to departure.</li>
</ul>

Front Office &amp; Operations

<ul>
<li>Support front office operations during peak hours, including check-in and check-out when required.</li>
</ul>

<ul>
<li>Coordinate with Housekeeping, Engineering, Food &amp; Beverage, and other departments to ensure seamless guest service.</li>
</ul>

<ul>
<li>Monitor room allocations, special requests, and amenities for VIP and long-stay guests.</li>
</ul>

<ul>
<li>Ensure brand standards and SOPs are consistently followed.</li>
</ul>

Team Supervision &amp; Training

<ul>
<li>Assist in supervising Guest Relations / Front Office Associates.</li>
</ul>

<ul>
<li>Provide on-the-job training and coaching to enhance service quality and guest engagement.</li>
</ul>

<ul>
<li>Act as a role model for service behavior and professionalism.</li>
</ul>

Guest Feedback &amp; Reputation Management

<ul>
<li>Monitor guest feedback, online reviews, and internal guest satisfaction reports.</li>
</ul>

<ul>
<li>Take corrective actions based on feedback to improve service quality.</li>
</ul>

<ul>
<li>Maintain guest history and preferences to enhance personalization.</li>
</ul>

Administration &amp; Reporting

<ul>
<li>Prepare daily guest relation reports, VIP lists, and incident logs.</li>
</ul>

<ul>
<li>Maintain accurate records of guest interactions and service recovery actions.</li>
</ul>

Qualifications &amp; Skills Education &amp; Experience

<ul>
<li>Graduate or Diploma in Hotel Management or Hospitality Management preferred.</li>
</ul>

<ul>
<li>Minimum 2–4 years of experience in Front Office or Guest Relations in a reputed hotel (brand hotel experience preferred).</li>
</ul>

Skills &amp; Competencies

<ul>
<li>Excellent communication and interpersonal skills.</li>
</ul>

<ul>
<li>Strong problem-solving and conflict-resolution abilities.</li>
</ul>

<ul>
<li>Guest-focused mindset with attention to detail.</li>
</ul>

<ul>
<li>Ability to lead and motivate a team.</li>
</ul>

<ul>
<li>Proficient in hotel PMS (Opera preferred) and basic computer skills.</li>
</ul>

<ul>
<li>Well-groomed with a professional and approachable demeanor. </li>
</ul>

Guest Relation Supervisor in Gurugram (UID-15351)

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Job Description for Guest Relation Supervisor

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