Job
Description
Job Overview : The Guest Relations Executive is responsible for ensuring that all guests have a seamless, positive, and personalized experience during their stay. This role requires strong interpersonal skills, attention to detail, and a commitment to service excellence. The Guest Relations Executive acts as the point of contact for guest inquiries, resolves complaints or concerns, and works to enhance guest satisfaction through personalized services and interactions. Key Responsibilities : Guest Interaction & Engagement : Welcome and check-in guests upon arrival, ensuring a smooth and pleasant experience. Greet guests throughout their stay and provide personalized services to enhance their experience. Maintain regular contact with guests to anticipate and fulfill their needs. Problem Resolution & Service Recovery : Address and resolve guest complaints, concerns, or issues promptly and professionally. Use problem-solving skills to ensure guest satisfaction, going above and beyond when necessary. Work with other departments (e.g., housekeeping, maintenance, F&B) to address issues or requests quickly. Personalized Guest Services : Provide guests with information about hotel facilities, services, amenities, and local attractions. Offer personalized recommendations based on guest preferences or requirements. Organize special requests for VIP guests, such as room upgrades, restaurant reservations, or transportation arrangements. Guest Feedback : Solicit and record guest feedback through surveys, direct communication, or other means. Analyze feedback and report to management to help improve guest experience. Address any areas of improvement highlighted by guests to prevent recurrence. Collaboration with Departments : Liaise with front office, concierge, housekeeping, and F&B departments to ensure seamless guest experiences. Communicate guest needs or special requests to relevant departments to ensure proper service delivery. Assist in coordinating guest arrivals and departures, including VIP guests and high-profile clientele. Administrative Duties : Maintain accurate records of guest preferences, history, and requests in the guest management system. Monitor and update guest profiles to ensure up-to-date information is available for future visits. Assist in preparing daily reports, occupancy updates, and any guest-related documentation as needed. Training & Mentorship : Provide support and guidance to junior staff or new employees on guest relations procedures. Train new team members on best practices for delivering exceptional guest service. Key Skills & Qualifications : Education : A degree or diploma in Hospitality Management, Business Administration, or a related field is preferred. Experience : 2-3 years of experience in a guest-facing role, preferably in hospitality or customer service. Experience in handling guest complaints and resolving conflicts is advantageous. Skills : Excellent communication and interpersonal skills. Strong problem-solving abilities and decision-making skills. High attention to detail and ability to multitask in a fast-paced environment. Ability to work independently and as part of a team. Proficient in using hotel management software and Microsoft Office Suite. Personality Traits : Friendly, approachable, and empathetic with a passion for guest service. Professional appearance and demeanor. Ability to work under pressure and maintain a positive attitude. Working Conditions : Full-time position, may require working on weekends, holidays, and evenings as needed. The role requires standing for extended periods, assisting with luggage, and dealing with various guest needs. Performance Metrics : Guest satisfaction scores (e.g., through guest surveys and online reviews). Response time to guest inquiries and requests. Number of successfully handled complaints and service recovery incidents. Contribution to a positive, welcoming guest atmosphere. Benefits : Competitive salary and benefits package. Opportunities for professional development and growth. Employee discounts on accommodations, food, and beverages. Job Type: Full-time Pay: ₹30,000.00 - ₹35,000.00 per month Benefits: Food provided Provident Fund Schedule: Day shift Rotational shift Experience: total work: 4 years (Preferred) Work Location: In person
