Job Opening: Guest Relations Executive — Eagleton The Golf Resort
Department: Front Office / Guest Experience
Employment Type: Full-Time
Shift: Rotational
Reporting To: Front Office Manager / Guest Relations Manager
About the Role
We are seeking a service-oriented and dynamic Guest Relations Executive to enhance the overall guest experience at our hotel. The role involves direct guest interaction, personalized service delivery, handling guest feedback, and coordinating with multiple departments to ensure a seamless and memorable stay experience.
Key Responsibilities
Guest Experience
- Welcome guests and ensure a warm, professional, and personalized interaction.
- Act as a primary contact for guest queries, requests, and assistance.
- Ensure VIP and special category guests receive focused attention and amenities.
- Conduct courtesy calls and guest satisfaction follow-ups.
- Provide information about hotel facilities and services.
Guest Journey Coordination
- Review daily arrival and in-house guest lists.
- Coordinate special requests and occasion-based arrangements.
- Ensure guest preferences are recorded and communicated internally.
- Support smooth arrival, stay, and departure experience.
Complaint Handling & Service Recovery
- Handle guest complaints promptly and professionally.
- Coordinate with concerned departments for quick resolution.
- Escalate critical issues as per escalation protocol.
- Record and track complaints and corrective actions.
Interdepartmental Coordination
- Liaise with Housekeeping, F&B, Engineering, and Concierge teams for guest needs.
- Ensure room readiness and special setups.
- Assist Front Office operations during peak hours.
Quality & Reporting
- Maintain guest feedback and interaction records.
- Update guest preference and history systems.
- Support guest satisfaction and quality initiatives.
- Prepare daily interaction and incident reports.
Eligibility Criteria
Qualification
- Graduate in Hotel Management / Hospitality / Tourism or related field preferred.
Experience
- 1–4 years experience in Front Office or Guest Relations in a hotel/resort.
- Experience in guest handling and complaint resolution preferred.
- Upscale or luxury hotel exposure is an advantage.
Key Skills Required
- Excellent communication and interpersonal skills
- Strong guest handling and problem-solving ability
- Service recovery and conflict resolution skills
- Professional grooming and etiquette
- High empathy and customer focus
- Ability to work in fast-paced environments
- Multilingual skills preferred
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
