Guest Relations and Grievance Redressal-Food outlets and Laundry Services

Profile: Guest Relations and Grievance Redressal

Department: Office of Food Outlets and Laundry Services

Key Responsibilities:

• Manage guest and user concerns related to laundry services, ensuring timely resolution and a positive service experience.

• Act as the primary point of contact for guest queries, complaints, and service requests.

• Monitor the complaint management system, investigate concerns, and ensure proper closure with clear communication to users.

• Coordinate daily laundry operations, including service quality checks, lost laundry cases, and follow-up on pending requests.

• Collect and review monthly vendor feedback to improve service quality and guest satisfaction.

• Organise monthly vendor meetings, discuss service gaps, and follow up on agreed action points.

• Coordinate with internal departments, including Food Services, Guest House, VIP Laundry, and other university offices, to ensure smooth service delivery.

• Maintain service records, track recurring complaints, and recommend improvements in guest relations and grievance handling.

Experience: 5+ years of relevant experience in Guest Relations, Customer Service, Grievance Redressal, or Service Operations. Experience in hospitality, hotels, or facility management will be preferred.