Job Title: Guest Relations Executive
Job Summary
The Guest Relations Executive is responsible for ensuring an exceptional guest experience by providing personalized service, addressing guest inquiries and concerns, and maintaining high standards of hospitality. The role involves creating a welcoming environment, resolving issues promptly, and enhancing overall guest satisfaction.
Key Responsibilities
- Welcome guests warmly and ensure a smooth check-in and check-out experience.
- Build positive relationships with guests and provide personalized assistance throughout their stay.
- Handle guest inquiries, requests, complaints, and feedback professionally and efficiently.
- Coordinate with housekeeping, food & beverage, maintenance, and other departments to fulfill guest requirements.
- Monitor guest satisfaction and proactively resolve service-related issues.
- Maintain accurate guest records and preferences in the property management system.
- Assist VIP guests and ensure special arrangements are executed as requested.
- Promote hotel facilities, services, and ongoing offers to guests.
- Ensure the reception and lobby areas are clean, organized, and welcoming.
- Follow company policies, service standards, and safety procedures.
- Prepare guest feedback reports and share insights for service improvement.
Required Qualifications
- Bachelor's degree or diploma in Hospitality Management, Hotel Management, Tourism, or a related field.
- 1–3 years of experience in guest relations, front office, customer service, or hospitality (freshers with excellent communication skills may also be considered).
- Proficiency in Microsoft Office and hotel property management systems is an advantage.
Skills & Competencies
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service orientation.
- Professional appearance and positive attitude.
- Problem-solving and conflict resolution skills.
- Ability to multitask and work under pressure.
- Strong organizational and time management skills.
- Flexibility to work shifts, weekends, and holidays.
- Fluency in English; additional languages are an added advantage.
Key Performance Indicators (KPIs)
- Guest satisfaction scores.
- Response and resolution time for guest requests.
- Guest complaint resolution rate.
- Positive guest feedback and online reviews.
- Compliance with service quality standards.
Working Conditions
- Shift-based schedule, including weekends and public holidays.
- Standing and walking for extended periods.
- Frequent interaction with guests and cross-functional teams.
Work Location: In person
