Job Description

Job Summary:

The Guest Relations Associate is a pivotal role, serving as the primary point of contact for guests from arrival to departure. This dual-function position is responsible for ensuring an exceptional guest experience through personalized service, efficient check-in/check-out processes, and proactive resolution of guest inquiries and concerns. The ideal candidate will possess a strong blend of hospitality skills, excellent communication abilities, and a commitment to delivering outstanding customer satisfaction.

Key Responsibilities:Guest Relations:

Guest Welcome & Orientation:

Warmly welcome guests upon arrival, assist with luggage, and provide essential information about hotel facilities, services, and local attractions.

Personalized Service:

Proactively anticipate guest needs and preferences, offering personalized recommendations and ensuring a memorable stay.

Complaint Resolution:

Efficiently and empathetically handle guest complaints, feedback, and special requests, escalating complex issues to management when necessary and ensuring timely follow-up.

Loyalty Program Management:

Promote and enroll guests in the hotel's loyalty programs, explaining benefits and encouraging participation.

VIP Handling:

Provide specialized attention and services to VIP guests, ensuring their comfort and satisfaction.

Feedback Collection:

Encourage guests to provide feedback through surveys or direct communication to continuously improve service quality.

Local Expertise:

Maintain up-to-date knowledge of local events, restaurants, and attractions to provide accurate and helpful information to guests.

Interdepartmental Coordination:

Collaborate closely with other departments (Housekeeping, F&B, Concierge) to fulfill guest requests and resolve issues seamlessly.
Front Office Operations:

Check-in/Check-out:

Efficiently manage guest check-in and check-out procedures, including registration, room assignments, key card issuance, and accurate billing.

Reservations:

Assist guests with making, modifying, or canceling reservations, ensuring accuracy and adherence to hotel policies.

Payment Processing:

Handle cash, credit card, and other payment transactions accurately and securely.

Telephone Etiquette:

Answer incoming calls professionally, direct calls to appropriate departments, and take messages accurately.

Information Provision:

Provide comprehensive information about hotel services, room types, rates, and promotions.

Audit & Reporting:

Maintain accurate guest records, reconcile daily transactions, and assist with night audit procedures as required.

Upselling:

Identify opportunities to upsell hotel services and amenities, enhancing guest experience and revenue.

Safety & Security:

Adhere to all hotel security and safety procedures, reporting any suspicious activities or incidents.
Qualifications:

Bachelor's degree or diploma in Hospitality Management, Hotel Administration, or a related field preferred. Proven experience in a guest-facing role within the hospitality industry.
Skills & Competencies:

Exceptional interpersonal and communication skills (verbal and written). Strong problem-solving and decision-making abilities. High level of emotional intelligence and empathy. Ability to remain calm and professional under pressure. Proficiency in Property Management Systems (PMS) like Opera, Fidelio, etc. Fluency in English; proficiency in additional languages is a significant advantage. Customer service-oriented with a passion for guest satisfaction. Strong organizational skills and attention to detail. Team player with a positive attitude.
Job Type: Full-time

Pay: ₹12,000.00 - ₹18,000.00 per month

Benefits:

Flexible schedule Food provided
Schedule:

Rotational shift
Work Location: In person