Raffles Udaipur opened in 2021, its ornamental gardens, tumbling fountains and stately Indo-Saracenic architecture describing a love story between India and the West. Set on a 21-acre private island rich with birdlife and exotic flora and fauna, this contemporary reimagining of a country mansion is the first Raffles hotel in India.
Just 20 minutes from the airport, Raffles Udaipur spans a private island and serene lakeshore. Begin your journey with a graceful boat ride, guided by migratory birds. Discover 137 rooms and suites, 10 dining experiences, two pools, wellness rituals, and the timeless care of the Raffles Butler.
Job Description
We are seeking an experienced and customer-focused Assistant Manager for Guest Relations to join our hospitality team in Udaipur, India. In this role, you will be responsible for ensuring exceptional guest experiences, managing guest relations operations, and leading a team dedicated to delivering outstanding service. You will serve as a key liaison between guests and various departments, addressing concerns promptly and professionally while maintaining the highest standards of hospitality excellence.
Oversee daily guest relations operations and ensure consistent delivery of high-quality service standards
Address guest inquiries, complaints, and concerns with empathy and professionalism, implementing effective resolutions
Supervise and mentor guest relations staff, providing coaching, feedback, and performance guidance
Coordinate with front office, housekeeping, food and beverage, and other departments to ensure seamless guest experiences
Monitor and analyze guest feedback, surveys, and reviews to identify trends and opportunities for service improvement
Develop and implement guest relations strategies and initiatives to enhance satisfaction and loyalty
Maintain accurate records of guest interactions and complaints using property management systems
Conduct training sessions for staff on guest service protocols, communication skills, and conflict resolution
Prepare regular reports on guest satisfaction metrics and departmental performance
Ensure compliance with hospitality standards, policies, and procedures
Participate in special events and functions to ensure guest satisfaction and operational excellence
Qualifications
Minimum 2-3 years of experience in guest relations, customer service, or hospitality management
Proven supervisory or team leadership experience
Excellent verbal and written communication skills in English
Strong interpersonal and relationship-building abilities
Demonstrated problem-solving and conflict resolution skills
Proficiency with guest management systems and property management software
Solid organizational and time management skills
Knowledge of hospitality industry standards and best practices
Ability to remain calm and professional under pressure
Strong attention to detail and commitment to service excellence
**Preferred Qualifications:**
Multilingual capabilities (Hindi, Gujarati, or other regional languages)
Experience with customer relationship management (CRM) software
Background in event coordination or special services
Training and development experience
Hospitality certification or relevant professional training
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