Job Description

Job Summary

The Guest Relations Executive (GRE) is responsible for enhancing the overall guest experience by providing personalized service, handling guest requests and concerns, and ensuring high levels of guest satisfaction throughout their stay.

Key Responsibilities

Guest Experience & Service

Welcome guests warmly and ensure a pleasant arrival experience Assist guests with check-in, check-out, and general inquiries Provide information about hotel facilities, services, and local attractions

Guest Relations & Satisfaction

Handle guest feedback, complaints, and special requests efficiently Resolve issues promptly and escalate complex matters when required Build strong rapport with guests to encourage repeat visits

Coordination & Communication

Liaise with front office, housekeeping, food & beverage, and other departments Follow up on guest requests to ensure timely completion Communicate guest preferences and special occasions to relevant teams

Records & Reporting

Maintain guest profiles and update preferences in the system Prepare guest satisfaction reports or feedback summaries Support VIP, group, and special-event guests

Standards & Compliance

Adhere to hotel policies, service standards, and grooming guidelines Ensure confidentiality and data privacy of guest information

Qualifications & Skills

Experience in guest relations, front office, or customer service preferred Excellent communication and interpersonal skills Strong problem-solving and service recovery abilities Pleasant personality with a guest-focused mindset Ability to work flexible shifts, including weekends and holidays Knowledge of PMS systems and MS Office preferred Multilingual abilities are an advantage
Job Type: Full-time

Pay: ₹10,000.00 - ₹14,000.00 per month

Benefits:

Food provided
Ability to commute/relocate:

Darjeeling, West Bengal: Reliably commute or planning to relocate before starting work (Required)
Education:

Diploma (Required)
Experience:

Guest relations: 3 years (Required)
Language:

English (Required)
Location:

Darjeeling, West Bengal (Required)
Work Location: In person