Guest Relationship Manager at Chrisvirgy Homes

Duties & Responsibilities

• Welcome guests and ensure a positive first impression
• Identify and personally assist VIPs, repeat guests, and special-occasion guests
• Handle guest complaints professionally and ensure effective service recovery
• Monitor online reviews, guest feedback, and satisfaction surveys
• Coordinate with housekeeping, F&B, maintenance, and front office to resolve guest issues
• Maintain accurate guest profiles and preferences in the PMS
• Conduct guest satisfaction calls and lobby interactions
• Train and guide guest relations staff on service standards
• Ensure compliance with hotel brand standards and SOPs
• Prepare guest satisfaction and service quality reports

Skills & Competencies Required:

• Strong interpersonal and communication skills
• Problem-solving and conflict resolution abilities
• Emotional intelligence and empathy
• Attention to detail
• Leadership and coordination skills
• Proficiency in PMS and guest feedback systems