Guest Relations Manager

Company Description: Bagaichā is a leading culinary destination in Nepal, recognized as the No. 1 Restaurant in the country and home to 17 distinct restaurant concepts under one roof. All concepts are owned and operated directly by Bagaichā, creating a cohesive yet diverse hospitality environment. This structure enables unparalleled collaboration and innovation among culinary and service teams, who work across multiple kitchens and specialties. Team members are encouraged to experiment, share ideas, and help define the future of Nepali hospitality. Bagaichā offers a culture that values creativity, excellence, and a strong sense of family within the workplace.Roles and ResponsibilitiesWelcome guests and ensure they receive a warm, professional, and personalized experience.Build and maintain strong relationships with guests to enhance satisfaction and loyalty.Respond to guest inquiries, requests, and complaints in a timely and professional manner.Resolve guest issues effectively, ensuring satisfactory outcomes and timely follow-up.Coordinate with front office, housekeeping, food and beverage, and other departments to meet guest needs.Monitor guest feedback through surveys, online reviews, and direct communication, and implement improvement initiatives.Ensure VIP guests and special guests receive personalized attention and services.Train and mentor guest relations staff on customer service standards and hospitality best practices.Maintain accurate guest records, preferences, and special requests.Monitor service quality and ensure compliance with company policies and hospitality standards.Prepare guest satisfaction reports and recommend strategies to improve service quality.Promote hotel facilities, services, events, and loyalty programs to guests.Handle emergency situations involving guests with professionalism and discretion.Assist in planning and coordinating special events, celebrations, and guest activities.Collaborate with department heads to continuously improve the overall guest experience.Key CompetenciesExcellent communication and interpersonal skillsStrong customer service orientationLeadership and team managementProblem-solving and conflict resolutionDecision-making and organizational skillsAttention to detailAbility to work under pressureProfessional appearance and demeanorCultural awareness and sensitivityQualificationsEducationBachelor's degree in Hospitality Management, Hotel Management, Tourism, or a related field.A Master's degree or professional certification in Hospitality Management is an advantage.ExperienceMinimum of 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 is preferred.