Associate.Guest Relations.Aster MIMS Kannur

The primary responsibility of an Associate in Guest Relations is to ensure a positive and memorable experience for guests by addressing their needs, resolving issues, and maintaining strong relationships. Here are some common responsibilities and requirements associated with this role :

Responsibilities :

• Guest Assistance : Greeting guests, answering their inquiries, and providing information about services, facilities, and amenities. Assisting with check-in, check-out, and registration processes.
• Issue Resolution : Handling guest complaints, concerns, or requests promptly and effectively. Investigating and resolving problems to ensure guest satisfaction.
• Communication and Coordination : Maintaining clear and professional communication with guests, as well as internal teams (e. g. , housekeeping, maintenance, and reservations), to ensure smooth operations and timely service.
• Relationship Building : Developing and nurturing relationships with guests to create a welcoming and personalized experience. Anticipating their needs and providing personalized recommendations and assistance.
• Service Recovery : Proactively identifying and addressing potential service lapses or guest dissatisfaction. Implementing service recovery procedures to resolve issues and regain guest confidence.
• Guest Feedback : Collecting and analyzing guest feedback, reviews, and surveys. Identifying areas for improvement and recommending changes to enhance the guest experience.
• Documentation : Maintaining accurate guest records, reservations, and incident reports. Recording guest preferences and special requests to ensure personalized service during future visits.
• Requirements : Customer Service Skills : Strong interpersonal and communication skills to interact effectively with guests, listen to their concerns, and provide excellent service.
• Problem-Solving Abilities : Ability to think on your feet, make quick decisions, and resolve guest issues in a timely and satisfactory manner.
• Empathy and Patience : Displaying empathy, understanding, and patience while addressing guest needs and resolving conflicts.
• Multitasking and Time Management : Managing multiple tasks and priorities simultaneously while maintaining attention to detail and delivering efficient service.
• Professionalism : Presenting a professional and polished appearance, adhering to company policies and standards, and maintaining confidentiality of guest information.
• Knowledge of the Industry : Familiarity with the hospitality industry, including hotel operations, amenities, local attractions, and events, to provide accurate information and recommendations.
• Language Skills : Proficiency in spoken and written communication in the required languages, especially if the role involves interactions with international guests. Keep in mind that the specific requirements and responsibilities may vary depending on the organization, industry, and position level.

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