Guest Relations Executive

Industry : Hospitality

Location : Kerala - Kochi, Thiruvananthapuram, Calicut

Job Summary

The Customer Relations Executive is responsible for delivering exceptional guest service by ensuring a seamless and personalized experience throughout the guest journey. The role involves handling guest inquiries, resolving issues promptly, maintaining high guest satisfaction levels, and building lasting relationships with guests to encourage repeat business.

Key Responsibilities

• Greet and welcome guests upon arrival with warmth and professionalism.
• Handle guest check-ins and check-outs efficiently and courteously.
• Maintain up-to-date knowledge of hotel services, promotions, and local attractions.
• Address guest inquiries requests and complaints in a timely and satisfactory manner.
• Coordinate with various departments (housekeeping, F&B, etc.) to ensure guest needs are met promptly.
• Ensure guest feedback is collected and reported for service improvement.
• Build and maintain strong relationships with guests to enhance loyalty.
• Assist in VIP guest handling and special requests.
• Keep accurate records of guest interactions and maintain guest history.
• Promote upselling of services and facilities to enhance guest experience and revenue.

Key Skills and Competencies

• Excellent communication and interpersonal skills
• Pleasant personality with a customer-first attitude
• Problem-solving and conflict-resolution abilities
• Ability to multitask and remain calm under pressure
• Proficiency in hospitality software (PMS, CRM tools)
• Knowledge of local area and tourist information is an advantage
• Team player with a proactive approach

Qualifications and Experience

• Bachelor's degree/diploma in Hospitality Management or related field
• 4–6 years of experience in guest/customer relations or front office role in the hospitality industry
• Fluency in English (additional languages are a plus)
• Willingness to work in shifts, weekends, and holidays