Guest Relations Manager

Company Description Bagaichā is a pioneering culinary ecosystem and the No. 1 Restaurant in Nepal, bringing 17 distinct restaurant and 6 Bars concepts together under one roof in Kathmandu. All concepts are owned and operated in-house, providing a dynamic environment for hospitality and culinary professionals. Team members benefit from close collaboration across multiple kitchens and service models, encouraging innovation, shared learning, and creative experimentation. Bagaichā is committed to redefining Nepali hospitality through a culture of collaboration, excellence, and guest-centered experiences. Individuals who are passionate about shaping the future of dining and hospitality are invited to be part of the Bagaichā family.Key Roles & Responsibilities:Lead and manage the Guest Relations team, ensuring consistently exceptional guest service.Create a warm, personalized and memorable experience for every guest from arrival to departure.Welcome and personally engage with VIP, regular and high-profile guests.Maintain strong knowledge of guest preferences, special occasions, feedback and service history.Build and maintain strong relationships with regular guests and VIP clientele.Proactively identify guest needs and coordinate with F&B, Kitchen and Operations teams to ensure seamless service.Handle guest feedback, complaints and service recovery professionally and promptly.Monitor guest satisfaction and implement improvements based on feedback and observations.Ensure proper guest greeting, seating, table coordination and follow-up standards are consistently maintained.Conduct regular floor presence and monitor the overall guest experience during operations.Train, coach and develop the Guest Relations team on communication, etiquette, service standards and guest handling.Coordinate special occasions, VIP visits and personalized guest arrangements.Maintain accurate guest records and ensure effective use of guest information for personalized service.Work closely with management to develop and implement initiatives that enhance guest satisfaction and loyalty.Ensure professional grooming, communication and hospitality standards are maintained by the team.Prepare and monitor guest experience reports, feedback trends and relevant KPIs.Qualifications & ExperienceBachelor’s degree in Hotel Management, Hospitality Management, Business Management or a related field.Minimum 3–5 years of experience in Guest Relations, Guest Experience, Front Office, F&B Service or a similar hospitality role, preferably in a premium or luxury hotel/restaurant environment.Previous supervisory or managerial experience is preferred.Excellent verbal and written communication skills in English and Nepali.Strong interpersonal, relationship-building and problem-solving skills.Excellent knowledge of guest etiquette, hospitality standards and service recovery.Ability to remain calm, professional and solution-oriented in challenging situations.Strong leadership skills with the ability to motivate and develop a team.Well-groomed, confident and presentable personality.Strong attention to detail and a genuine passion for hospitality and guest experience.Ability to work flexible hours, including weekends and public holidays.