Job Description

The Guest Relation Executive is responsible for ensuring a pleasant and comfortable experience for all guests. This role involves welcoming guests, addressing their needs, resolving any issues, and providing information about the hotel's services and local attractions. The ideal candidate will possess excellent interpersonal skills, a customer-centric approach, and the ability to handle multiple tasks efficiently.

Key Responsibilities

Guest Services:

Greet guests warmly upon arrival and provide a friendly and efficient check-in/check-out process. Assist guests with their inquiries, requests, and complaints, ensuring they are resolved promptly and satisfactorily. Provide information about hotel services, amenities, local attractions, and travel directions.

Customer Experience:

Ensure guests feel welcomed and valued, fostering a positive relationship with them throughout their stay. Follow up with guests to ensure their needs are met and any issues are resolved to their satisfaction. Manage and respond to guest feedback and reviews on various platforms.

Operational Support:

Coordinate with other departments (housekeeping, maintenance, food and beverage) to fulfill guest requests. Maintain an up-to-date knowledge of room rates, special packages, and ongoing promotions. Assist with reservations, confirmations, and cancellations as needed.

Record Keeping:

Maintain accurate records of guest preferences, requests, and feedback. Update guest profiles in the hotel management system to personalize future stays.

Special Arrangements:

Arrange special services for guests such as spa appointments, dining reservations, and transportation. Organize special occasions and events for guests, ensuring their specific needs are met.
Qualifications

Education:

High school diploma or equivalent. A degree in Hospitality Management or related field is preferred.

Experience:

Previous experience in a guest relations, front office, or customer service role in the hospitality industry. Proven track record of delivering exceptional customer service.

Skills:

Excellent verbal and written communication skills. Strong interpersonal and problem-solving abilities. Proficiency in using hotel management software and other computer systems. Ability to work under pressure and handle challenging situations with tact and professionalism.

Knowledge:

Understanding of hospitality industry standards and practices. Knowledge of the local area and attractions to provide accurate information to guests.
Competencies

Customer Focus:

Passion for delivering high levels of service and responding to guest needs with a positive attitude.

Attention to Detail:

Meticulous attention to detail to ensure guest preferences and requests are accurately recorded and addressed.

Team Collaboration:

Ability to work effectively as part of a team, coordinating with various departments to ensure a seamless guest experience.

Adaptability:

Flexibility to adapt to changing guest needs and handle unexpected situations calmly and efficiently.
Working Conditions

The position may require working in shifts, including weekends and holidays, to accommodate guest schedules. Standing for long periods and occasional lifting of light items may be necessary.
Benefits

Competitive salary and benefits package. Health, dental, and vision insurance. Opportunities for career advancement and professional development. Employee discounts on hotel services and amenities. Paid time off and holidays.
Job Types: Part-time, Permanent, Fresher, Internship, Contractual / Temporary, Freelance, Volunteer

Pay: ?12,028.70 - ?34,660.42 per month

Schedule:

Day shift Monday to Friday Morning shift Weekend availability
Experience:

total work: 1 year (Required)
Work Location: In person