Last Updated on :03-10-2018
File Size :127.04 KB

Guest Relations Manager

Aliases: Customer Relationship Manager

Industry/Sector(s): Tourism and Hospitality


JOB DESCRIPTION 1
The tasks a Guest Relations Manager is expected to perform include:
  • ​​Ensuring that the guests have a smooth stay at the hotel 
  • Attending to guest's complaints, queries and requirements 
  • ​Training and supervising the front office staff​
WORK ENVIRONMENT 1, 2
  • It is not a desk job
  • Need​ to handle a team
  • Local travelling is not part of this job role
  • Part-time work and contractual jobs are not available
  • Work from home option is not available​
Working hours
  • Some organizations remain open 24 hours a day and 7 days a week. The individual works for 5/6 days a week for 8/9 hours everyday. This may vary from organization to organization​
  • Shift system may be available
  • Overtime may be involved

Is the job suitable for a candidate with special needs?​
This may vary from organization to organization
EDUCATIONAL QUALIFICATIONS AND TRAINING 1
  • Preferably, 12​th pass
  • Certified training for Guest Relations Manager (programme aligned to THC/Q0108 released by Tourism and Hospitality Skill Council)​
KEY COMPETENCIES 1
  • ​​​Ability to engage with guests on arrival 
  • Proficient in assisting guests in selecting a room 
  • Well-versed with assisting the guests in the check-out process
  • ​Ability to attend to the guest's queries, requirements and complaints 
  • Well-versed with training and supervising the front office staff 
  • ​Ability to speak English and one local or foreign language 
DESIRABLE COMPETENCIES 
  • Problem-solving skills
  • Ability to follow instructions
  • Decision-making skills
AVAILABLE SKILL TRAINING AND LEARNING INSTITUTES 
Schools and colleges across India
AVAILABLE SKILL TRAINING SCHEMES/SCHOLARSHIPS 

For scholarship and schemes, use further links like:

  • https://scholarships.gov.in/​
SAMPLE OF TRAINING AND LEARNING COURSES 
http://www.ugc.ac.in/skill/curriculum/Tourism%20and%20Hospitality/43%20Curriculum%20-%20Guest%20Relations%20Manager.pdf​
CAREER PROGRESSION PATH 3
Front Office Executive   Guest Relations Manager  ​General Manager
The progression is indicative
EXPECTED EARNINGS 4
  • ​For candidates with experience - Rs 20,000 to Rs 25,000 per month
These figures are indicative and subject to change

REQUIRED WORK EXPERIENCE 1
Generally, 5 years of experience as Front Office Executive is required​
PROBABLE EMPLOYERS 4

Hotels​

KEYWORDS 
  • Relationship Manager
  • Front Office Supervisor
  • Front Office Manager
  • Customer Relation Manager
  • Service Manager

OCCUPATIONAL CODES AND STANDARDS 
StandardCodeDescription
NCO 20151411.0103Guest Relations Manager
ISCO 20081411Hotel Managers
NIC 200855101; 55102; 55200; 55109; 56301; 56302
Hotels and Motels, inns, resorts providing short term lodging facilities;
includes accommodation in house boats; Provision of short term lodging facilities to members of a particular organisation such as govt. guest houses, company guest houses, circuit houses and similar establishments; Camping grounds, recreational vehicle parks and trailer parks; Provision of short stay accommodation n.e.c. (e.g. holiday homes, private guest houses etc.); Bars and Restaurants with bars; Tea/coffee shops
QP ReferenceTHC/Q0108
Guest Relations Manager
NSQFLevel 6Not available
REFERENCES 
1http://www.nsdcindia.org/sites/default/files/files/Guest-Relations-Manager.pdf​
2http://www.ccdisabilities.nic.in/page.php?s=reg&t=def&p=list_jobsNew​
3http://dget.nic.in/upload/uploadfiles/files/publication/Des-Div-4.pdf
4https://www.naukri.com/job-listings-Guest-Relation-Manager-Ardour-Management-Consultants-Pvt-Ltd-Delhi-4-to-9-years-131216003042?src=seo_srp&sid=14874003804348&xp=3&qp=guest%20relation%20manager&srcPage=s​
Disclaimer: We hereby declare that utmost care has been taken to ensure that the content provided here is valid and relevant. Given the dynamic nature of the information, it may vary across organizations, institutes, cities, and states in India. The publisher, author, and printer will not be held liable or responsible for any discrepancy in the content. This content should be used for reference purpose only; it is not intended to be a substitute for professional advice or used for any commercial purposes. The contact details and website links provided in the content may have changed from the time of creation till its printing/publication. The company names that have been cited are for example purpose only. The Directorate does not endorse any of the said organizations.