The Group Customer Relations Manager is responsible for leading and standardizing the customer relations function across a portfolio of hotels and food & beverage outlets. This role drives the execution of guest experience strategies, enhances customer satisfaction, and fosters brand loyalty. The position requires deep hospitality expertise, strong leadership, and a strategic approach to ensure exceptional service delivery across all guest-facing operations.
Responsibilities:
- Lead, monitor, and elevate customer service standards across all hotels and F&B outlets within the group
- Serve as the key point of escalation for complex guest issues, ensuring rapid and effective resolution
- Ensure VIP guests and repeat customers receive personalized service experiences tailored to their preferences
- Oversee guest communication channels (phone, email, in-person, digital platforms), ensuring prompt and professional handling of inquiries and feedback
- Coordinate with Front Office, F&B, Housekeeping, and other departments to ensure seamless service delivery
- Develop and implement group-wide strategies to build long-term guest loyalty, including personalized communication and engagement initiatives
- Identify and capitalize on upselling and cross-selling opportunities in coordination with revenue management and marketing teams
- Establish a framework for proactive guest engagement before, during, and after their stay or visit
- Monitor and analyse customer satisfaction metrics, online reviews, and guest feedback across all properties
- Report trends to senior management and develop action plans to address root causes of dissatisfaction
- Implement, lead and support mystery audit programs and other quality assurance mechanisms
- Conduct ongoing training and coaching programs for front-line staff, focusing on service excellence, complaint handling, and brand standards
- Ensure all customer-facing personnel are fully aligned with the group's service ethos and brand identity
- Collaborate with Operations, Sales, and Marketing to align customer experience strategies with broader business objectives
- Support the development and execution of new service innovations and guest programs that enhance the group’s competitive advantage.
Qualifications & Assets:
- A minimum of 3 years' experience in a leadership role focused on customer relations or guest experience within the hospitality sector, ideally across multiple properties or brand portfolios
- Proven operational expertise in both hotel and food & beverage service environments
- Outstanding interpersonal and communication skills, with fluency in English; proficiency in additional languages is considered advantageous
- Established success in driving guest satisfaction, managing complaint resolution, and delivering team training initiatives
- Strong analytical capabilities with a keen eye for detail and the ability to leverage guest data to inform service enhancements
- Proficiency in CRM platforms, online reputation management tools, and guest feedback systems
- Demonstrates a high level of professionalism, discretion, and the ability to remain composed under pressure
- Flexible availability, including evenings, weekends, and holidays, as required by operational demands
