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Guest Relations Executive

3 months ago

Mumbai, Maharashtra, India Accor Full time

Company DescriptionFairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit.

Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai.

Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices.

Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.


Job DescriptionWe are looking for a dedicated Guest Relations Executive to ensure that every guest enjoys a memorable and seamless stay at Fairmont Mumbai.

This role requires a combination of impeccable hospitality skills, attention to detail, and a genuine passion for exceeding guest expectations.


Key Responsibilities:

Guest Engagement:
Welcome guests warmly upon arrival, engage with them throughout their stay, and anticipate their needs to provide personalized service and enhance their overall experience

Concierge Services:
Assist guests with various requests, including restaurant reservations, transportation arrangements, and sightseeing recommendations, ensuring that their stay is both enjoyable and convenient

Problem Resolution:
Address guest concerns and complaints promptly and effectively, seeking solutions to ensure guest satisfaction and retention

Guest Feedback:
Solicit feedback from guests to gauge satisfaction levels and identify areas for improvement, actively seeking ways to enhance the guest experience

Special Requests:
Handle special requests from guests, such as arranging for special amenities or organizing celebrations, ensuring that all requests are fulfilled to the highest standards

Communication:
Maintain clear and open communication with guests, colleagues, and other departments to ensure seamless coordination and execution of guest requests

Knowledge Sharing:
Stay informed about hotel facilities, services, and local attractions to provide guests with accurate information and recommendations

VIP Services:
Provide VIP guests with personalized attention and amenities, ensuring that their experience at Fairmont Mumbai exceeds their expectations

Administrative Tasks:
Assist with administrative duties as needed, including maintaining guest records, handling correspondence, and processing guest payments.

QualificationsPrevious experience in a guest-facing role within the hospitality industry is preferred.
Exceptional customer service skills with a genuine desire to create memorable experiences for guests.

Strong communication skills, both verbal and written, with fluency in English (additional languages are a plus).Ability to remain calm and composed under pressure, with a proactive approach to problem-solving.

Excellent organizational skills and attention to detail, with the ability to multitask effectively.
Proficiency in using computer systems and hotel management software.
Flexibility to work various shifts, including weekends and holidays.


Additional InformationOur commitment to Diversity & Inclusion:We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.