Job Description

Guest Check-In and Check-Out:Welcome guests upon arrival.

Assist with the check-in and check-out processes.

Provide information about hotel amenities, services, and policies.

Guest Assistance:Address guest inquiries, requests, and complaints promptly and professionally.

Arrange transportation, tours, and other services as requested.

Offer assistance with luggage and room orientation.

Problem Resolution:Resolve guest issues and complaints, striving to find satisfactory solutions.

Act as a liaison between guests and various hotel departments to resolve issues efficiently.

Communication:Maintain clear and effective communication with guests through various channels, such as in-person, phone, email, or messaging apps.

Keep guests informed about hotel events, promotions, and activities.

Concierge Services:Provide concierge services, including restaurant reservations, ticket bookings, and local recommendations.

Assist guests with directions and maps.

VIP and Special Services:Identify VIP guests and provide personalized services and amenities to enhance their stay.

Coordinate special requests, such as room preferences or dietary needs.

Guest Feedback:Collect guest feedback and reviews to gauge satisfaction levels.

Use feedback to make improvements and address recurring issues.

Record Keeping:Maintain guest records and profiles in the hotel's system.

Keep track of guest preferences and special requests for future visits.

Billing and Payment:Handle guest billing inquiries and ensure accuracy in charges.

Assist with payment processes and invoicing, if required.

Safety and Security:Be vigilant and ensure the safety and security of guests, reporting any suspicious activity.

Provide guidance on hotel safety procedures and emergency exits.

Guest Relations Training:Train and mentor junior staff members in guest relations procedures and standards.

Reporting:Prepare daily or weekly reports on guest interactions, feedback, and issues for management review.

Special Events and Celebrations:Coordinate special events, celebrations, or surprises for guests, such as birthdays or anniversaries.

Multilingual Support:If applicable, provide support to guests in different languages to accommodate international travelers.

Knowledge Update:Stay up-to-date with local events, attractions, and changes in the hotel's services to provide accurate information to guests.

Guest Relations Executives are vital in creating a positive impression of the hotel and ensuring guests have a memorable and enjoyable stay. Their role requires excellent communication skills, problem-solving abilities, and a strong commitment to delivering exceptional customer service.

Job Type: Full-time

Pay: ?15,000.00 - ?25,000.00 per month

Benefits:

Food provided Provident Fund
Schedule:

Rotational shift
Supplemental Pay:

Performance bonus
Work Location: In person