Job Description

Role Objective

As the

Guest Relations Executive

at Akoya Hotels, you are the face of our hospitality. Your primary mission is to provide a warm, luxury-standard welcome and ensure that every guest's stay is seamless, personalized, and memorable. You will act as the primary point of contact for VIPs and long-stay guests, proactively anticipating their needs and resolving any concerns with grace and efficiency.

Key Responsibilities

1. Guest Experience & Relationship Management

Provide a personalized welcome and check-in experience for VIPs, loyalty members, and returning guests. Conduct "Pre-arrival" calls or emails to understand specific preferences (dietary restrictions, room temperature, pillow types). Maintain a presence in the lobby to interact with guests, offering assistance and gathering real-time feedback. Coordinate special occasions (birthdays, anniversaries) by arranging amenities and personalized notes.

2. Operational Excellence

Ensure all guest profiles in the Property Management System (PMS) are accurate and updated with personal preferences. Oversee the smooth execution of room drops, welcome drinks, and site tours. Collaborate closely with Housekeeping, F&B, and Concierge to ensure seamless service delivery.

3. Conflict Resolution

Act as the first point of escalation for guest complaints, ensuring "Service Recovery" is handled promptly to turn a negative experience into a positive one. Follow up with guests post-resolution to ensure their continued satisfaction.

4. Brand Advocacy

Promote hotel facilities, dining outlets, and loyalty programs to guests. Monitor online reputation platforms (TripAdvisor, Google Reviews) and assist management in crafting professional responses.
Job Type: Full-time

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Provident Fund
Work Location: In person