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Guest Relations Executive

4 weeks ago

Cochin, Kerala, India Willmount Resorts Full time

A Guest Relations Executive in a resort is responsible for ensuring a positive experience for guests by addressing their needs and concerns. This role involves a combination of customer service, communication, and problem-solving skills. Here are the key responsibilities of a Guest Relations Executive in a resort:

Welcome and Check-in:

  • Greet guests upon arrival and provide a warm welcome.
  • Assist with the check-in process, ensuring a smooth and efficient experience.

Guest Services:

  • Act as a point of contact for guests throughout their stay, addressing inquiries and providing information about resort facilities and services.
  • Handle special requests and preferences for guests, such as room preferences, dietary requirements, or special occasions.

Issue Resolution:

  • Address and resolve guest complaints or concerns in a timely and satisfactory manner.
  • Collaborate with other departments, such as housekeeping or maintenance, to resolve issues promptly.

Concierge Services:

  • Provide concierge services, including arranging transportation, making restaurant reservations, and assisting with tour bookings.
  • Offer recommendations for local attractions, dining, and entertainment.

Communication:

  • Maintain effective communication with guests, ensuring they are informed about resort events, policies, and any changes.
  • Use multiple communication channels, such as phone, email, and in-person interactions, to stay connected with guests.

Guest Feedback:

  • Collect and analyze guest feedback through surveys, reviews, and direct interactions.
  • Use feedback to identify areas for improvement and implement changes to enhance guest satisfaction.

VIP Guest Handling:

  • Identify and prioritize VIP guests, ensuring they receive special attention and personalized services.
  • Coordinate with other departments to fulfill special requests for VIP guests.

Upselling and Promotion:

  • Promote resort amenities and services to guests, encouraging upsells and cross-sells.
  • Inform guests about promotions, packages, and loyalty programs to enhance their experience.

Emergency Response:

  • Be prepared to handle emergency situations and assist guests in the event of evacuations or other safety concerns.
  • Communicate emergency procedures to guests and ensure their safety.

Documentation:

  • Maintain accurate guest records, including preferences, special requests, and any incidents.
  • Prepare reports on guest feedback, issues, and resolutions.

Training and Development:

  • Participate in ongoing training to stay updated on resort services, policies, and procedures.
  • Train and mentor junior staff in guest relations responsibilities.

Cultural Sensitivity:

  • Demonstrate cultural sensitivity and awareness to cater to a diverse range of guests.

Other Details:

  • We are looking for male candidates from kerala.
  • Salary: 15000/month
  • Food and Accomodation provided

This can also be searched for the position of GRE, Customer Relations, Hospitalilty, Guest Handling, Hotel Management, Fresher, Trekking, Guide, Supervision

Job Types: Full-time, Permanent, Fresher

Benefits:

  • Cell phone reimbursement
  • Flexible schedule
  • Food provided
  • Internet reimbursement
  • Leave encashment

Schedule:

  • Fixed shift
  • Rotational shift

Supplemental Pay:

  • Performance bonus
  • Yearly bonus

Ability to commute/relocate:

  • Idukki, Kerala: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)

Education:

  • Bachelor's (Preferred)

Experience:

  • Hospitality: 1 year (Required)
  • Hotel management: 1 year (Required)
  • Customer service: 1 year (Required)

Language:

  • Malayalam (Preferred)
  • English (Preferred)

Work Location: In person