Guest Relations Associate

To act as the ambassadors of the hotel, providing guests above-and-beyond services to ensure their experience will be worth remembering.

Guest Relations Associate shall be responsible for preparation of arrival and departure of guests, profile database maintenance, Le Club Accor/Accor Advantage Plus/Frequent Flyer Membership and Long-stayer Programs. Must be fully conversant of the technicalities of each program and ensure that effectiveness is maintained throughout.

She must provide engaging experience to guests staying at Novotel Hotel and shall also be responsible for making a rapport with them to gain loyalty, keeping in mind the objectives, performance, consistency and quality standards established.

To provide a courteous, professional, efficient, flexible and upscale service at all times, following the standards laid down by the department.

In the position of Guest Relations Associate, to lead, to meet goals and objectives put in place by the hotel (Novotel).

To develop high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage trustworthiness.

To ensure effective implementation of all departmental, human resource, finance and safety system policies and procedures.

To execute an efficient and effectual day to day communication and administration between different departments resulting in a highly motivated, flexible and welcoming skilled workforce.

To be entirely malleable and adaptable with regards to working hours and rotation, if may required.

To maintain appropriate standards of conduct, uniform, hygiene and appearance during operational hours.

To create a positive and encouraging working environment to promote and develop teamwork.

To utilize and develop communication tools and channels for the dissemination of information and workflow in the section, Rooms Division and all other departments.

To coordinate and communicate effectively in the hotel, within the department and with other departments as well in order to build good interdepartmental relations.

To be role model in terms of conduct with colleagues, sincere and respectful while interacting with other members of the team.

Responsible for lobby presence at all given times in order to assure all guests are being looked after well and their questions/doubts have been answered accurately.

To be regularly available in the hotel lobby managing the flow of guests and keeping waiting s to its minimal.

To establish a warm and personalized relationship with all guests contributing to their sense of welfare, allegiance and loyalty.

To prioritize guest relations, while taking care to respect administrative procedures as well.

To anticipate guest needs, taking them into consideration and execute an appropriate action.

Responsible for driving the guest recognition programs (Frequent Guest Program, Long-stay Program and Kids program) and membership programs (Le Club Accor, Accor Advantage Plus and Frequent Flyer) with complete zest.

To anticipate and resolve all guest queries/concerns with help of all the resources and guidance available.

To collect preferences, likes/dislikes enthusiastically and shall fully be responsible for maintenance of guest profiles database.

To actively obtain feedback from guests in order to improve services and facilities provided in the hotel and also ensure further escalation of comments to the higher management.

• Minimum 1 year of experience at the same level in an International Hotel Chain in Front Office Operations.
• University Graduate / Hotel Management Graduate / Hotel School Diploma holder.