Job Description

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Job Title: Guest Relation Executive - FO
Function: Front Office
Location: Lonavala

Primary Purpose

To engage with guests throughout the entire hospitality experience. From check-in to check-out, the Guest Relations Team is always prepared to respond to VIP Guest requests at concierge, during promotional activities, and more.

Major skills and accountabilities of position (4-6 major accountabilities)

1. Should have proficiency in MS Office, able to navigate through Company systems, Calm, efficient, and organized with great attention to detail.
2. Should have excellent personal presentation and communication skills.
3. A passion for delivering exceptional levels of Guest service

Duties and Responsibilities

1. Should check guest arrival reports in advance of VIP Guest, check-in and coordinate with Housekeeping on room allocations.
2. Should be responsible for welcoming, assigning special room assignments and serving as an escort to the guest room.
3. Should ensure all rooms meet the highest quality standards and include all requested amenities before guest arrival.
4. Should manage the Guest Relations Desk in the hotel lobby.
5. Should serve as the main point of contact for guests and ensure hotel departments are fully briefed on Guest requirements.
6. Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

Work relations (context - main interfaces - functional report)
1. Reports to GRM-FO.
2. Interfaces strongly with guests and departmental employees.

Key figures - provide key data of the job e.g. budget, number of reports etc
1. Financials - (Figures/% to be discussed)
2. Guest Satisfaction Scores - (Figures/% to be discussed)

Key success factors - how is the success in the position measured
1. Financials - (Figures/% to be discussed)
2. Guest Satisfaction Scores - (Figures/% to be discussed)

Experience and qualifications required for the job
Should be a Hotel Management Graduate or equivalent. Experience in hotel, leisure with experience of 1-3 years. Previous role as an Associate - Front Office in a similar quality hotel.

Minimum Qualification: Hotel Management Graduate or Equivalent

Minimum Job Experience: 1-3 years

Reporting to: GRM/FOM

Travel: No

Della Group