Relationship Manager - Hospitality (2-7 yrs)

We are seeking a proactive and customer-oriented Relationship Manager to manage a portfolio of property owners, ensuring retention, revenue growth, and smooth operational functioning.

The ideal candidate will excel in building and maintaining strong relationships with property owners, resolving issues efficiently, and driving property performance metrics such as occupancy rates and customer experience scores.

Key Responsibilities:

Portfolio Management:

- Manage an assigned portfolio of property owners, ensuring partner satisfaction and minimizing churn.

- Maintain regular touchpoints with owners to proactively address concerns and improve engagement.

- Ensure the availability of sellable rooms by coordinating with property owners and internal teams.

Revenue Generation:

- Drive occupancy rates through booking conversions and optimizing sellable room availability.

- Focus on achieving Pay-at-Hotel (PAH) realization targets for the assigned portfolio.

Performance Enhancement:

- Monitor and ensure the performance of customer and guest experience metrics for properties in the cluster.

- Provide special focus and support to underperforming properties to improve their metrics.

Accounts & Collections:

- Ensure timely collection of accounts receivables and resolve outstanding payments from portfolio clients.

Issue Resolution:

- Act as the primary point of contact for resolving disputes between property owners, customers, and internal stakeholders.

- Handle escalations promptly to ensure smooth operations and positive relationships.

Market Insights & Reporting:

- Share regular updates on market conditions, trends, competition, pricing, and other factors influencing the business.

- Provide data-driven recommendations to improve property performance and cluster profitability.

Key Performance Indicators (KPIs):

Monthly occupancy rate (URNs).

Daily availability of sellable rooms (DSRN).

Collection of outstanding amounts.

Customer (Cx) and Guest (Gx) experience scores.

Required Skills:

Networking Ability: Strong relationship-building skills to foster trust and engagement with property owners.

Negotiation Skills: Ability to persuade and negotiate effectively with stakeholders.

Analytical Ability: Capable of analyzing data to identify trends and drive improvements.

Technical Skills: Proficiency in ERP/APP usage, Excel, and email communication.

Problem-Solving: Quick thinker with a focus on resolving issues efficiently.

Who We're Looking For:

Experience:

- 2 to 7 years of experience in operations handling or key accounts management.

- Experience in the hospitality or travel industry is preferred but not mandatory.

- Soft Skills: Strong communication and interpersonal skills.

- Adaptability: Ability to work in a dynamic and fast-paced environment