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Front Office Executive

3 months ago

Vizag, Andhra Pradesh, India Pema Wellness Retreat Full time

POSITION SUMMARY:
Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the resort and city. Check on VIP guest movements, complete their pre-registration formalities.
Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps.

DUTIES AND RESPONSIBILITIES:
Welcome guests during check-in and giving a fond farewell to guest while checkout.
Handling guest complaints and concerns in an efficient and timely manner.
Overseeing VIP guests, arrivals and departures.
Coordinating and multi-tasking job duties in a busy environment.
Should possess detailed information about the resort and cityDetailed information regarding arrivals and room requirements.
Have up to date information on daily room occupancyProviding excellent customer service as per hotel standards.
Greeting guests as they enter and exit the hotel.
Providing information regarding the Hotel, town attractions, activities etc.
Check on VIP reservations, complete their pre-registration formalities.
Allocate rooms to all arriving guests.

Maintain up-to date information on room rates, current promotions, offers and packagesMaintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.

Co-ordinate with housekeeping for clearing of rooms.
Collect Guest feedback during guest departure along with his likes and dislikes.
Perform basic cashier activities as and when required.
Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
Give proper and complete handover to the next shiftShould be able to handle all guests without bias or prejudice.
Follow the house rules and policies laid down by the management.
Adhere to strict staff grooming and hygiene standards.
Consciously and continuously strive to better his/ her skills and increase his/ her knowledge.

Good command of the English language is essential, both written and verbalMust possess strong organization time management skills, attention to detail.

Must be guest service focused and a team player.
Positive attitude and outgoing personality is essential.
Must be able to work shifts - days, evenings, weekends and holidays.
Basic knowledge in wellness is required but not mandatory.
Escort guests / visitors for property tour when required.
Knowledge in MS office is required.
Able to attend phone calls and deliver proper information to guests.
Ability to understand and carry out oral and written instructions and request clarification when needed.
Strong interpersonal and organizational skills.

DESIRED PROFILE:
Bachelor's Degree in Hospitality Management or tourism management field.
Minimum 04 to 06 years of proven work experience as Guest Relations Executive in hospitality/service industry.
Should have customer service drive with outstanding communication and active listening skills.

Behavior and personal appearance will always be geared to the objective of being an example to all other staff within the resort.

Should strive to use a polite language and well-groomed behavior in relation with the resort guests, colleagues and staff.

Strong sense of responsibility and a professional presentationShould be flexible and adaptable to different changes and have good decision making skills.

Experience in hospitality, naturopathy, wellness resorts will be added advantage.