Job Title: Guest Relations Executive (GRE)
Location: Dreamcatcher Plantation Resort, Munnar
Department: Front Office / Guest Relations
Reports To: Resort Manager
Position Summary
Dreamcatcher Plantation Resort is seeking a dynamic, well-presented, and customer-focused Guest Relations Executive to ensure exceptional guest experiences throughout the guest journey, from arrival to departure. The successful candidate will act as the primary point of contact for guests, proactively addressing guest needs, resolving concerns, and enhancing overall guest satisfaction.
Key ResponsibilitiesGuest Relations
- Welcome and assist guests during check-in and throughout their stay.
- Conduct guest courtesy calls and follow-ups to ensure satisfaction.
- Meet and interact with guests regularly to gather feedback.
- Handle guest requests, complaints, and special requirements promptly and professionally.
- Coordinate special arrangements for honeymooners, VIP guests, birthdays, anniversaries, and other occasions.
Guest Experience Management
- Ensure guests are informed about resort facilities, activities, and local attractions.
- Promote resort services and experiences to enhance guest satisfaction.
- Monitor online guest reviews and communicate feedback to management.
- Maintain high standards of hospitality and personalized service.
Coordination & Communication
- Coordinate with Front Office, Housekeeping, Food & Beverage, and Maintenance departments to ensure smooth guest service.
- Follow up on pending guest requests and ensure timely resolution.
- Assist management in implementing guest satisfaction initiatives.
Administrative Duties
- Maintain guest feedback records and daily reports.
- Prepare guest arrival and departure information for management.
- Record and track guest complaints and corrective actions taken.
Requirements
- Graduate in Hotel Management, Tourism, Hospitality, or any related field.
- Minimum 3 years of experience in Front Office, Guest Relations, or Hospitality Operations.
- Excellent communication skills in English and Malayalam and Hindi. Additional languages will be an advantage.
- Pleasant personality with strong interpersonal skills.
- Good problem-solving and conflict-resolution abilities.
- Proficiency in MS Office and hotel management software is preferred.
- Ability to work flexible shifts, weekends, and holidays as required.
Desired Attributes
- Professional appearance and grooming standards.
- Positive attitude and guest-centric approach.
- Strong organizational and multitasking abilities.
- Ability to remain calm and courteous under pressure.
- Passion for hospitality and guest service excellence.
Compensation & Benefits
- Salary: As per experience and qualifications.
- Accommodation and meals will be provided as per company policy.
- Opportunities for professional growth within the organization.
Work Location: In person
