Guest Relations Executive

4 weeks ago


New Delhi, India Corpodeck Services Pvt. Ltd. Full time
Key Result Areas (KRAs)

1. Guest Satisfaction:

• Ensure exceptional guest experiences by providing personalized assistance, addressing inquiries, and resolving issues promptly and courteously.

• Monitor guest feedback and satisfaction metrics to identify areas for improvement and implement strategies to enhance overall guest satisfaction.

2. Communication and Coordination:

• Facilitate effective communication between guests and relevant departments or personnel to fulfill guest requests, resolve issues, and coordinate special arrangements.

• Liaise with housekeeping, maintenance, and other departments to ensure timely response to guest needs and maintain high standards of cleanliness and maintenance.

3. VIP and Special Guests Handling:

• Provide personalized services and special arrangements for VIP guests, ensuring their comfort, privacy, and satisfaction throughout their stay.

• Coordinate with relevant departments to fulfill VIP requests, such as room upgrades, dining reservations, transportation, and other amenities.

4. Guest Relations Programs:

• Develop and implement guest relations programs and initiatives aimed at enhancing guest loyalty, retention, and engagement.

• Organize special events, welcome amenities, and other activities to surprise and delight guests, fostering a memorable and positive experience.

5. Problem Resolution:

• Address guest complaints, concerns, or issues effectively and proactively, demonstrating empathy, professionalism, and a commitment to resolving issues to the guest's satisfaction.

• Escalate unresolved issues to appropriate management levels and follow up to ensure timely resolution and guest feedback.

6. Guest Feedback Analysis:

• Analyze guest feedback, surveys, and online reviews to identify trends, patterns, and areas for improvement in guest service delivery.

• Develop action plans and initiatives based on guest feedback to drive continuous improvement and enhance the guest experience.

7. Administrative Tasks:

• Maintain accurate guest records, including contact information, preferences, and special requests.

• Prepare reports, summaries, and analysis of guest-related data and performance metrics for management review and decision-making.

8. Team Collaboration:

• Collaborate with other departments, including sales, marketing, F&B, and housekeeping, to ensure seamless guest experiences and promote cross-functional teamwork.

• Foster a positive and supportive team environment, encouraging open communication, cooperation, and mutual respect among team members.

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