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 owned and operated directly by the brand. This integrated structure creates a dynamic environment where culinary and hospitality professionals can collaborate across multiple concepts and specialties. Team members benefit from a culture that encourages experimentation, idea-sharing, and innovation in both guest experience and food service. Joining Bagaichā means contributing to the future of Nepali hospitality in a space that values excellence, creativity, and collaboration.The Guest Relations Manager will be responsible for creating exceptional and personalized guest experiences, maintaining strong guest relationships, and ensuring that every interaction reflects the highest standards of luxury hospitality. The role requires a confident and professional individual who can anticipate guest needs, handle VIP and high-profile guests with discretion, and coordinate seamlessly with various departments to deliver memorable experiences.Key ResponsibilitiesWelcome and personally engage with guests, ensuring a warm, personalized, and professional experience from arrival to departure.Build and maintain strong relationships with regular, VIP, and high-profile guests.Anticipate guest needs and proactively arrange personalized services, special requests, celebrations, and experiences.Handle guest feedback, concerns, and complaints with professionalism, empathy, and discretion.Ensure prompt follow-up on all guest requests and concerns until satisfactory resolution.Coordinate closely with Restaurant Operations, Front Office, Housekeeping, Kitchen, Security, and Management to ensure seamless guest service.Maintain detailed knowledge of the property's restaurants, facilities, menus, services, events, and special offerings.Monitor guest preferences and ensure relevant information is communicated to concerned departments for personalized service.Oversee VIP arrivals, special occasions, private events, and other high-profile guest requirements.Conduct regular floor walks and actively observe guest experience and service standards.Gather guest feedback and identify opportunities to improve service quality and guest satisfaction.Maintain professional communication with guests through appropriate channels, including phone, email, and in-person interactions.Support the management team in maintaining the property's luxury service standards and guest experience philosophy.Assist in developing and implementing guest engagement initiatives and service recovery practices.Maintain confidentiality and discretion regarding guest information and preferences.Coach and guide guest-facing team members on professional etiquette, communication, grooming, and luxury service standards.Prepare and maintain guest feedback, incident, VIP, and service recovery reports as required.Represent the property professionally at all times and act as a brand ambassador for Bagaichā.Candidate RequirementsBachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field.Minimum 3–5 years of experience in Guest Relations, Front Office, Luxury Hospitality, Fine Dining, or a similar guest-facing management role.Experience in a luxury hotel, resort, premium restaurant, or high-end hospitality environment is highly preferred.Strong understanding of luxury hospitality standards and personalized guest service.Excellent spoken and written English communication skills.Exceptional interpersonal and relationship-building skills.Confident, polished, well-groomed, and professional personality.Strong problem-solving and complaint-handling abilities.Ability to remain calm and composed while handling demanding or high-profile guests.Strong attention to detail and ability to anticipate guest expectations.Excellent coordination and team-management skills.Ability to work under pressure in a fast-paced luxury hospitality environment.Flexible to work shifts, weekends, and public holidays as required.Proficiency in MS Office and relevant hospitality systems is an advantage.