Job Title: Guest Relations Executive
Job Summary:
The Guest Relations Executive is responsible for providing exceptional customer service to guests, ensuring a positive experience from arrival to departure. This role involves addressing guest inquiries, resolving complaints, coordinating with different departments, and maintaining high standards of hospitality.
Key Responsibilities:
- Welcome guests warmly and assist with check-in and check-out procedures.
- Handle guest inquiries, requests, and complaints promptly and professionally.
- Ensure guest satisfaction by providing personalized service.
- Coordinate with housekeeping, front office, food & beverage, and other departments to fulfill guest needs.
- Maintain accurate records of guest preferences and special requests.
- Respond to phone calls, emails, and online inquiries in a timely manner.
- Assist VIP guests and manage special arrangements.
- Gather guest feedback and report suggestions for service improvements.
- Maintain knowledge of hotel facilities, services, local attractions, and events.
- Ensure compliance with company policies and hospitality standards.
Required Qualifications:
- Bachelor's degree or diploma in Hospitality Management, Hotel Management, Tourism, or a related field (preferred).
- 1–3 years of experience in guest relations, front office, customer service, or hospitality.
- Freshers with excellent communication skills may also be considered.
Skills & Competencies:
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Problem-solving and conflict-resolution abilities.
- Professional appearance and positive attitude.
- Ability to work under pressure and handle multiple tasks.
- Good organizational and time-management skills.
- Proficiency in Microsoft Office and hotel management software (e.g., Opera PMS is an advantage).
- Flexibility to work shifts, weekends, and holidays.
Key Performance Indicators (KPIs):
- Guest satisfaction scores.
- Response time to guest requests.
- Resolution of guest complaints.
- Positive guest feedback and reviews.
- Adherence to service standards and SOPs.
Work Environment:
- Hotels
- Resorts
- Business Hotels
- Luxury Properties
- Hospitality and Tourism Establishments
Pay: ₹9,030.54 - ₹20,000.00 per month
Benefits:
Work Location: In person
