Guest Relations Executive

7 days ago

Mumbai, Maharashtra, India AccorHotel Full time

We are in need of a dedicated Guest Relations Executive who will ensure that each guest has an unforgettable and smooth experience at Fairmont Mumbai. This position calls for outstanding hospitality skills, keen attention to detail, and a true dedication to exceeding guest expectations.

Key Responsibilities:

  • Guest Engagement: Welcome guests warmly, engage with them during their stay, and anticipate their needs to provide personalized service and enrich their overall experience.
  • Concierge Services: Aid guests with various requests such as restaurant reservations, transportation arrangements, and sightseeing recommendations, ensuring their stay is enjoyable and hassle-free.
  • Problem Resolution: Handle guest concerns and complaints promptly and efficiently, finding resolutions to guarantee guest satisfaction and loyalty.
  • Guest Feedback: Request feedback from guests to assess satisfaction levels and pinpoint areas for enhancement, actively looking for ways to elevate the guest experience.
  • Special Requests: Manage special requests from guests like coordinating special amenities or organizing events, making sure all requests are met with top-notch quality.
  • Communication: Maintain clear and transparent communication with guests, colleagues, and other departments for smooth coordination and execution of guest needs.
  • Knowledge Sharing: Stay up-to-date on hotel facilities, services, and local attractions to offer guests correct information and recommendations.
  • VIP Services: Offer personalized attention and amenities to VIP guests, ensuring their Fairmont Mumbai experience goes beyond their expectations.
  • Administrative Tasks: Support with necessary administrative responsibilities such as managing guest records, handling correspondence, and processing guest payments.
Qualifications
  • Prior experience in a guest-facing role in the hospitality sector is preferred.
  • Outstanding customer service skills with a genuine passion for creating memorable experiences for guests.
  • Effective communication skills, both verbal and written, with proficiency in English (knowledge of additional languages is a bonus).
  • Ability to stay composed under pressure, with a proactive approach to solving problems.
  • Exceptional organizational skills and attention to detail, with the capacity to multitask efficiently.
  • Proficiency in using computer systems and hotel management software.
  • Flexibility to work different shifts, including weekends and holidays.
Additional Information

Our dedication to Diversity & Inclusion:

We value diversity and inclusivity, aiming to attract, hire, and foster diverse talent.

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