Hotel Guest Relations Executive

3 weeks ago

Delhi, India Internet Moguls Full time

Job Summary: The Guest Relations Executive is responsible for delivering exceptional guest service experiences by managing guest inquiries, resolving issues, and ensuring overall guest satisfaction. They serve as a key point of contact for guests and play a crucial role in maintaining the hotel's reputation for hospitality and quality service.


Responsibilities:


Guest Interaction:

  • Assist with check-in and check-out procedures, ensuring smooth transitions.
  • Handle guest inquiries and requests promptly and courteously.
  • Maintain knowledge of room rates, types, and amenities available to guests.
  • Provide guests with information about hotel services, facilities, and local attractions.


Problem Resolution:

  • Address and resolve guest complaints or issues efficiently and professionally.
  • Escalate complex issues to management when necessary and follow up on resolutions.
  • Maintain composure and professionalism in high-pressure situations.


Guest Experience Enhancement:

  • Monitor guest feedback and proactively seek opportunities to enhance the guest experience.
  • Offer personalized recommendations for dining, entertainment, and other experiences.
  • Coordinate with other departments to meet guest needs and preferences.


Administrative Duties:

  • Keep accurate records of guest interactions and transactions.
  • Assist with updating guest profiles and preferences in the hotel management system.
  • Maintain guest confidentiality and adhere to privacy policies.


Additional Responsibilities:

  • Assist with special events or guest activities as needed.
  • Help train and support junior staff in guest relations and customer service skills.
  • Participate in meetings and contribute to guest service improvement initiatives.


Qualifications:

  • Bachelor’s degree in Hospitality Management or Hotel experience
  • Previous experience in guest relations, customer service, or hospitality preferred.
  • Strong interpersonal and communication skills.
  • Ability to multitask and work well under pressure.
  • Proficiency with hotel management software and MS Office Suite.
  • Fluent in English (additional languages are a plus).
  • Positive attitude, professional demeanor, and strong work ethic.


Working Conditions:

  • The role may require working flexible hours, including evenings, weekends, and holidays.

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