Guest Relations Manager

Job Title: Guest Relations ManagerDepartment: Rooms / Front OfficeReports To: Front Office Manager / Resident ManagerRole OverviewWe are seeking an exceptionally refined Guest Relations Manager to lead the guest experience function at our luxury property. The ideal candidate brings a deep-rooted culture of anticipatory, instinctive service — the hallmark of India's finest hospitality institutions. Candidates with a background from The Oberoi Group are strongly preferred.Key ResponsibilitiesGuest Experience & PersonalisationPersonally receive and farewell VIP, VVIP, repeat, and long-stay guests, ensuring every touchpoint reflects the highest standards of luxury hospitalityAnticipate and fulfil unstated guest needs through meticulous pre-arrival preparation, in-stay engagement, and thoughtful departure momentsMaintain detailed, up-to-date guest preference profiles to enable consistently personalised service across every visitCoordinate bespoke arrangements for special occasions — anniversaries, birthdays, honeymoons, and private celebrations — in close partnership with F&B, Housekeeping, and Butler teamsService Recovery & Complaint HandlingOwn all guest concerns with empathy, urgency, and full accountability — ensuring every situation is resolved to the guest's complete satisfactionFollow up personally to confirm resolution and rebuild guest confidence where requiredMaintain a culture of service recovery that is proactive rather than reactiveTeam Leadership & DevelopmentLead, coach, and inspire the guest relations team to deliver consistent, brand-aligned service at every interactionConduct structured briefings, performance conversations, and on-floor mentoringInstil a culture of warmth, attentiveness, and quiet luxury in every team memberReputation & Loyalty ManagementMonitor and respond professionally to guest feedback across TripAdvisor, Google, OTAs, and brand-specific platformsDrive loyalty programme enrolment and deepen engagement among repeat guestsTrack guest satisfaction metrics (GSS / NPS / internal audits) and lead corrective action plansVIP & Protocol ManagementPrepare and distribute daily VIP arrival reports; brief all relevant departments in advanceManage room allocation, upgrade decisions, and amenity standards for high-profile arrivalsLiaise with security, ownership offices, and executive leadership for VVIP or diplomatic guests as requiredAdministration & ComplianceEnsure accurate records in the PMS (Opera or equivalent) including preferences, incidents, and special requestsUphold brand SOPs, Forbes/LQA standards, and all data privacy protocolsPrepare periodic reporting on guest satisfaction trends and team performance for senior leadershipCandidate Profile5–8 years of progressive experience in guest relations or front office within five-star or ultra-luxury hospitalityExperience with The Oberoi Group — particularly graduates of OCLD (Oberoi Centre of Learning and Development) — will be given strong preferenceFamiliarity with the Oberoi philosophy of intuitive, anticipatory service and its application in a high-touch luxury environmentImmaculate presentation, composure under pressure, and exceptional emotional intelligenceFluency in English is essential; proficiency in additional languages is advantageousProficiency in Opera PMS or a comparable property management systemDegree or diploma in Hotel Management from a recognised institution