Job Description

Female Guest Relations Executive - MeenaBagh Homes (Luxury Homestays)

Position: Guest Relations Executive

Locations: Shimla, Ratnari, Shelapani

Please note this position is only open for Shimla local person only

Job Summary:

MeenaBagh Homes, a provider of luxury homestays in Shimla, Ratnari, and Shelapani, is seeking a Guest Relations Executive to ensure exceptional guest experiences. The Guest Relations Executive will be responsible for managing postings on web portals, handling bookings, interacting with guests, conducting property inspections, and ensuring guest satisfaction. This role will follow a hybrid working model, combining both remote and on-site responsibilities.

Key Responsibilities:

1. Web Portal Management: Manage postings and updates on various web portals such as MakeMyTrip, Booking.com, and other relevant platforms to ensure accurate and up-to-date information about the homestays.

2. Booking Management: Handle guest inquiries and bookings through various channels, including phone calls, emails, and online platforms. Respond promptly to guest inquiries, provide information about the properties, and assist with reservation processes.

3. Guest Interaction: Communicate with guests before and during their stay, addressing any queries, special requests, or concerns. Provide personalized assistance and recommendations to enhance their experience.

4. Property Inspection: Conduct regular visits to the homestays for property inspections, ensuring cleanliness, maintenance, and adherence to quality standards. Address any maintenance or housekeeping issues promptly.

5. Check-In and Check-Out: Welcome guests upon arrival, assist with the check-in process, and provide a smooth transition to their accommodation. Handle check-out procedures, including collecting feedback and settling any outstanding payments.

6. Guest Satisfaction: Ensure guest satisfaction throughout their stay by promptly addressing any concerns or issues that arise. Take proactive measures to anticipate guest needs and exceed their expectations.

7. Coordination with Staff: Collaborate with the operations team, housekeeping, and other departments to ensure a seamless guest experience. Relay guest requests, preferences, and special requirements to the relevant teams.

8. Complaint Resolution: Handle guest complaints or disputes calmly and professionally, seeking appropriate solutions to ensure guest satisfaction. Escalate issues to the management team, if necessary, for timely resolution.

9. Guest Feedback: Collect and analyze guest feedback through various channels, including post-stay surveys, online reviews, and direct communication. Identify trends and areas for improvement, and provide recommendations to enhance guest experiences.

10. Upselling and Cross-selling: Promote additional services, amenities, or activities to guests to enhance their stay and increase revenue. This may include arranging transportation, organizing local tours, or suggesting dining options.

11. Relationship Building: Build strong relationships with repeat guests, travel agents, and corporate clients to encourage loyalty and repeat business. Foster positive connections with local suppliers and partners to enhance guest experiences.

12. Market Research: Stay updated on industry trends, competitor activities, and market demands. Provide insights and recommendations to the management team for continuous improvement and strategic decision-making.

13. Special Events and Celebrations: Assist in organizing and coordinating special events, celebrations, or group bookings at the homestays, ensuring smooth operations and memorable experiences.

14. Sales and Revenue Generation: Collaborate with the sales team to identify potential business opportunities, participate in promotional activities, and contribute to revenue generation goals.

15. Crisis Management: Act as a point of contact during emergencies or crisis situations, ensuring guest safety, coordinating necessary actions, and effectively communicating with guests and relevant authorities.

Requirements:

- Previous experience in a similar role within the hospitality industry, preferably in luxury accommodations.

- Excellent communication and interpersonal skills, with the ability to build rapport with guests and stakeholders.

- Strong organizational and multitasking abilities to handle bookings, guest inquiries, and property inspections effectively.

- Customer-focused mindset with a genuine desire to deliver exceptional service.

- Proficient in using web portals and online booking systems.

- Knowledge of the local area, attractions, and activities in Shimla, Ratnari, and Shelapani.

- Familiarity with property management systems and reservation software.

- Must be a Shimla localite with personal convenience to be able to commute effectively.

- Flexibility to work in a hybrid model, combining remote and on-site responsibilities.

- Attention to detail and problem-solving skills.

We offer a competitive salary package and a supportive work environment. If you are passionate about delivering outstanding guest experiences and have the required skills and experience, we would love to hear from you.

To apply, please submit your resume and a cover letter outlining your relevant experience and why you believe you are the ideal candidate for this position.

Mail us at sanjayausta@gmail.com

Or WhatsApp us at +91 9810672755

Job Type: Full-time

Pay: ?20,000.00 - ?25,000.00 per month

Benefits:

Flexible schedule
Schedule:

Rotational shift
Supplemental Pay:

Commission pay Performance bonus
Ability to commute/relocate:

Shimla, Himachal Pradesh: Reliably commute or planning to relocate before starting work (Required)
Experience:

Guest relations: 1 year (Required) * total work: 1 year (Required)