Guest Relation Executive

Key Responsibilities:

• Guest Service Management

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• Greet and welcome guests upon arrival in a friendly and professional manner.
• Ensure that guests have a smooth check-in and check-out process.
• Address any guest queries, requests, or concerns in a timely and professional manner.
• Anticipate guest needs and provide personalized services.

• Problem Resolution

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• Resolve guest complaints or concerns promptly, escalating issues as necessary to management.
• Proactively manage difficult situations and offer appropriate solutions to enhance guest satisfaction.

• Guest Feedback and Communication

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• Collect guest feedback through surveys, comments, or informal conversations, and report findings to management.
• Communicate guest feedback and concerns to relevant departments to ensure issues are addressed.
• Follow up with guests post-departure to ensure continued satisfaction and encourage repeat visits.

• VIP and Special Guest Handling

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• Manage VIP guests and ensure they receive premium services and experiences.
• Ensure that special guest requests (e.g., birthdays, anniversaries, special occasions) are arranged and executed flawlessly.

• Collaboration with Other Departments

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• Liaise with the front desk, housekeeping, food and beverage, and other departments to ensure seamless service delivery.
• Assist in the coordination of guest arrangements such as transportation, restaurant reservations, and event planning.

• Guest Database Management

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• Maintain accurate records of guest preferences, special requests, and feedback in the property management system (PMS).
• Use guest information to enhance personalized service during future visits.

• Promotions and Upselling

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• Promote hotel services, facilities, and special packages to guests.
• Upsell additional services or amenities, such as spa treatments, dining options, or room upgrades.

• Administrative Duties

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• Maintain accurate and up-to-date guest logs, correspondence, and reports.
• Assist with guest-related inquiries over the phone, email, or in-person.
• Assist with the preparation of departmental reports and daily logs.