JOB DESCRIPTION
Guest Relations / Public Relations Executive
3-Star Hotel – Thiruvananthapuram
1. Job Title
FO Staff / Guest Relations / Public Relations Executive
2. Department
Front Office / Guest Relations
3. Reporting To
Hotel Manager
4. Job Purpose
To ensure excellent guest satisfaction and maintain strong, positive relationships with hotel guests, staff, corporate clients, travel agencies, vendors, local institutions, and other stakeholders. The position is responsible for creating a welcoming hotel environment, handling guest requirements professionally, resolving complaints effectively, and supporting the hotel in building a strong reputation in Thiruvananthapuram.
5. Key ResponsibilitiesA. Guest Relations
- Welcome guests warmly and provide courteous and professional assistance.
- Maintain excellent relationships with regular, corporate, VIP, and international guests.
- Understand guest requirements and ensure timely service.
- Follow up on guest feedback and satisfaction.
- Handle guest complaints calmly and professionally and coordinate with relevant departments for quick resolution.
- Assist guests with information regarding local attractions, transportation, restaurants, hospitals, shopping areas, and other facilities.
- Maintain records of important guest preferences and special requirements.
B. Public & Corporate Relations
- Develop and maintain good professional relationships with corporate organisations, government institutions, travel agencies, educational institutions, hospitals, event organisers, and local businesses.
- Support the hotel in developing corporate tie-ups and repeat business.
- Maintain regular communication with important clients and institutional contacts.
- Represent the hotel professionally during meetings, events, and external programmes.
- Assist management in maintaining a positive image and reputation for the hotel.
C. Front Office Coordination
- Coordinate closely with Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and other departments.
- Ensure smooth check-in and check-out experiences.
- Monitor special requests, celebrations, group bookings, and VIP arrangements.
- Assist in managing guest movements during conferences, meetings, functions, and special events.
D. Complaint Management
- Receive and acknowledge guest complaints respectfully.
- Identify the nature of the problem and coordinate with the concerned department for immediate action.
- Follow up with guests to ensure that complaints have been satisfactorily resolved.
- Escalate serious or repeated complaints to the Hotel Manager.
- Maintain a record of complaints and corrective actions.
E. Communication & Relationship Building
- Maintain excellent interpersonal and communication skills.
- Build trust and long-term relationships with guests and clients.
- Maintain professional relationships with hotel employees and management.
- Encourage teamwork and a positive working environment.
- Communicate hotel policies and procedures politely and clearly.
F. Marketing & Business Support
- Support the hotel’s promotional activities and local networking initiatives.
- Assist in identifying potential corporate clients and business opportunities.
- Maintain relationships with travel agents, tour operators, event organisers, and local businesses.
- Support social media, promotional events, exhibitions, and hotel functions when required.
- Encourage repeat visits and referrals from satisfied guests.
6. Essential Skills
- Excellent verbal and written communication.
- Strong interpersonal and relationship-management skills.
- Pleasant personality and professional appearance.
- Customer-service orientation.
- Good problem-solving and conflict-management ability.
- Ability to work under pressure.
- Good telephone and email etiquette.
- Basic computer knowledge.
- Ability to coordinate effectively with multiple departments.
7. Preferred Qualifications
- Diploma/Degree in Hotel Management, Hospitality Management, Tourism, Business Administration, Public Relations, or a related field.
- Previous experience in a hotel, hospitality, customer service, front office, sales, or public relations role will be preferred.
- Knowledge of English and Malayalam is essential.
- Knowledge of Hindi and/or other languages will be an advantage.
8. Desired Personal Qualities
- Friendly and approachable.
- Highly courteous and patient.
- Trustworthy and responsible.
- Well-groomed and professional.
- Positive attitude.
- Good listener.
- Emotionally mature and diplomatic.
- Strong networking and relationship-building ability.
- Willingness to take initiative.
- Ability to maintain confidentiality.
9. Performance Indicators (KPIs)
- Guest satisfaction score.
- Number and quality of positive guest reviews.
- Complaint resolution time.
- Repeat guest percentage.
- Corporate/client relationship development.
- Guest retention and referrals.
- Response time to guest requests.
- Effectiveness of interdepartmental coordination.
- Contribution to hotel reputation and business development.
10. Working Conditions
- Full-time position.
- Shift-based work, including weekends and public holidays.
- Requires regular interaction with guests and external stakeholders.
- May require participation in hotel events, functions, meetings, and promotional activities.
11. Overall Role Expectation
The Guest Relations / Public Relations Executive should act as a professional ambassador of the hotel, ensuring that every guest and business associate experiences courteous service, effective communication, and genuine hospitality. The employee should actively contribute to creating strong guest relationships, repeat business, positive reviews, and a good reputation for the hotel in Thiruvananthapuram.
Pay: ₹12,000.00 - ₹25,000.00 per month
Work Location: In person
