Guest Relations Agent

Job Summary:

The Guest Relations Associate is a pivotal role, serving as the primary point of contact for guests from arrival to departure. This dual-function position is responsible for ensuring an exceptional guest experience through personalized service, efficient check-in/check-out processes, and proactive resolution of guest inquiries and concerns. The ideal candidate will possess a strong blend of hospitality skills, excellent communication abilities, and a commitment to delivering outstanding customer satisfaction.

Key Responsibilities:Guest Relations:

• Guest Welcome & Orientation: Warmly welcome guests upon arrival, assist with luggage, and provide essential information about hotel facilities, services, and local attractions.
• Personalized Service: Proactively anticipate guest needs and preferences, offering personalized recommendations and ensuring a memorable stay.
• Complaint Resolution: Efficiently and empathetically handle guest complaints, feedback, and special requests, escalating complex issues to management when necessary and ensuring timely follow-up.
• Loyalty Program Management: Promote and enroll guests in the hotel's loyalty programs, explaining benefits and encouraging participation.
• VIP Handling: Provide specialized attention and services to VIP guests, ensuring their comfort and satisfaction.
• Feedback Collection: Encourage guests to provide feedback through surveys or direct communication to continuously improve service quality.
• Local Expertise: Maintain up-to-date knowledge of local events, restaurants, and attractions to provide accurate and helpful information to guests.
• Interdepartmental Coordination: Collaborate closely with other departments (Housekeeping, F&B, Concierge) to fulfill guest requests and resolve issues seamlessly.

Front Office Operations:

• Check-in/Check-out: Efficiently manage guest check-in and check-out procedures, including registration, room assignments, key card issuance, and accurate billing.
• Reservations: Assist guests with making, modifying, or canceling reservations, ensuring accuracy and adherence to hotel policies.
• Payment Processing: Handle cash, credit card, and other payment transactions accurately and securely.
• Telephone Etiquette: Answer incoming calls professionally, direct calls to appropriate departments, and take messages accurately.
• Information Provision: Provide comprehensive information about hotel services, room types, rates, and promotions.
• Audit & Reporting: Maintain accurate guest records, reconcile daily transactions, and assist with night audit procedures as required.
• Upselling: Identify opportunities to upsell hotel services and amenities, enhancing guest experience and revenue.
• Safety & Security: Adhere to all hotel security and safety procedures, reporting any suspicious activities or incidents.

Qualifications:

• Bachelor's degree or diploma in Hospitality Management, Hotel Administration, or a related field preferred.
• Proven experience in a guest-facing role within the hospitality industry.

Skills & Competencies:

• Exceptional interpersonal and communication skills (verbal and written).
• Strong problem-solving and decision-making abilities.
• High level of emotional intelligence and empathy.
• Ability to remain calm and professional under pressure.
• Proficiency in Property Management Systems (PMS) like Opera, Fidelio, etc.
• Fluency in English; proficiency in additional languages is a significant advantage.
• Customer service-oriented with a passion for guest satisfaction.
• Strong organizational skills and attention to detail.
• Team player with a positive attitude.

Job Type: Full-time

Pay: ₹12,000.00 - ₹18,000.00 per month

Benefits:

• Flexible schedule
• Food provided

Schedule:

• Rotational shift

Work Location: In person