Guest Relation Executive

Role & responsibilities-

1. Guest Service & Experience

• Welcome guests upon arrival and ensure smooth check-in/check-out.
• Provide information about hotel services, facilities, dining, events, and local attractions.
• Will be in charge of giving guests a tour of the hotel.
• Assist guests with inquiries, requests, and special needs promptly and professionally.
• Build strong relationships with guests, ensuring repeat visits and customer loyalty.

2. Problem Resolution

• Handle complaints or concerns swiftly and diplomatically.
• Coordinate with housekeeping, maintenance, and other departments to resolve guest issues.
• Follow up with guests to ensure satisfaction after the resolution.

3. Concierge Services

• Assist with bookings for restaurants, tours, transportation, and entertainment.
• Offer recommendations tailored to guest preferences.
• Provide assistance with travel arrangements and documentation when necessary.

4. Feedback & Improvement

• Gather guest feedback through surveys or interactions.
• Assist the management to implement improvements based on guest suggestions.

5. Administration & Communication

• Maintain accurate records of guest interactions and services provided.
• Coordinate with front office, housekeeping, and food & beverage departments.
• Prepare reports for management regarding guest satisfaction and service issues.

6. Crisis Handling

• Act swiftly in emergencies, such as medical needs or security issues.
• Ensure that guests feel safe and supported during such incidents.

7. Team Collaboration

• Work closely with other departments to ensure seamless service delivery.
• Train or mentor junior staff on guest interaction protocols and service standards.

Preferred candidate profile-

• Excellent communication and interpersonal skills.
• Problem-solving and conflict resolution ability.
• Empathy, patience, and cultural sensitivity.
• Multitasking and organizational skills.
• Good command of local languages and English.
• Professional appearance and demeanour.