Guest Relation Executive

Job Description

To plan check-ins and connect with customers proactively 30 days before arrival – Understand the visit is leisure, celebration etc. and accordingly upsell and email/WhatsApp all options. Confirm as host and SPOC till arrival and stay. 7 days before arrival– Confirm arrival details and also experience plan /share itinerary of booking done with recommended options to plan. Share link to policies. Day 0 (Arrival day) - Confirm travel, logistic details, coordination from the time of leaving the airport, complimentary coffee at CDV, Parking and reaching coordination. Day +1 (post arrival) - Greet and share itinerary and coordinate the experience To understand each customer’s preferences including food, ambience and align the staff and services Based on the above plan BTTR (best time to reach/call), best time for HK (House-keeping), preferred time for dinner etc. and arrange the services accordingly in coordination with room attendant’s / HK supervisor. To check experience with customer everyday, offer extras for guest engagement as agreed with Senior GRE and GRM. Day-till check-out - coordinate the experience, collect feedback Action any complaint, feedback before they leave. Every complaint has to be documented. To demonstrate flexibility in work durations. To use the hotel resources to maximize guest’s satisfaction & optimize revenues. To upsell experiences, represent the hotel in the market place and develop relationships with accounts. To suggest areas and departments which need improvement to upscale experience. To ensure overall safety and security of all the staff and guests. To track guest complaints and analyse the root cause and share To move around and interact with guests to understand expectations and experience. Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Work Location: In person