Staymaster
Website:
thestaymaster.com
Job details:
Role Overview:
The Cluster Manager – Guest Relations is responsible for overseeing guest experience across multiple properties within the assigned cluster. This role ensures high service standards, handles escalations, and drives guest satisfaction, retention, and brand loyalty.
Key Responsibilities:
- Manage and oversee guest relations operations across multiple properties in the cluster
- Ensure a consistent and high-quality guest experience at all locations
- Handle and resolve guest complaints and escalations in a timely and professional manner
- Monitor guest feedback, reviews, and ratings across platforms and implement improvement plans
- Train and guide on-ground teams on guest handling, service standards, and communication
- Coordinate with housekeeping, operations, and maintenance teams to ensure seamless service delivery
- Develop and implement SOPs for guest experience and service excellence
- Conduct regular property visits and audits to maintain service quality
- Maintain strong customer relationships and ensure repeat business
- Analyze guest data and feedback to identify trends and areas of improvement
- Ensure adherence to company policies and service benchmarks
Key Skills & Competencies:
- Strong communication and interpersonal skills
- Excellent problem-solving and conflict resolution abilities
- Leadership and team management skills
- High level of empathy and customer-centric approach
- Ability to handle pressure and manage multiple properties
- Good organizational and coordination skills
- Rising a bike is a must
Qualifications & Experience:
- Bachelor’s degree in Hospitality, Business Administration, or related field
- 3–6 years of experience in guest relations / hospitality / customer experience
- Prior experience in handling multiple properties or teams is preferred
- Management, Business Administration, or a related field is beneficial.
Click on Apply to know more.
