Guest Relations Officer

3 weeks ago


Goregaon, India Compass Group India Full time

Hospitality Desk Management:

  • and ensure exceptional service at the Hospitality Desk, being the initial point of contact for guests.
  • collaboratively with security to ensure a seamless transition for visitors to the reception desk, maintaining a welcoming and secure environment.

Efficient Check-in Process:

  • guests with a warm smile upon their arrival at the reception desk.
  • an efficient check-in process by accurately determining the visitor's purpose and promptly initiating the check-in procedure.
  • seamless communication with the host, promptly informing them of the visitor's arrival to facilitate a smooth reception.

Guest Information and Assistance:

  • comprehensive information about amenities, services, and food & beverage offerings to enhance their experience.
  • guest inquiries promptly and professionally, striving to resolve issues effectively for overall guest satisfaction.

Guest Engagement in the Lobby:

  • guests to the lounge, ensuring an exemplary service during their wait.
  • with guests while they wait for their host, providing personalized assistance and information.
  • a welcoming atmosphere by initiating conversations, offering assistance, and addressing any immediate needs or inquiries.

Event Reservations Management:

  • capture and document event reservation information promptly into the system.
  • closely with the events and conference department to ensure setup requirements and food & beverage needs align with the booker's specifications.

Visitor Management System Implementation:

  • the seamless implementation and operation of the visitor management system.
  • actively in implementing updates and changes to service blueprints, aligning guest service standards with evolving business needs.

Support with Employee Badge Loss:

  • employees in cases of badge loss by coordinating with security for the swift and accurate issuance of replacement passes.
  • the process, minimizing disruption to employees' responsibilities while ensuring authentication and accuracy in pass issuance.

Feedback at Exit and Service Improvement:

  • guest feedback through surveys and direct interactions, presenting suggestions or concerns to management for continuous service enhancement.
  • contribute ideas and initiatives aimed at improving guest satisfaction and operational efficiency within the organization.

Board Line and Calls Management:

  • external board line calls, filtering inquiries, and transferring calls appropriately following established guidelines and SOPs.
  • internal calls efficiently, addressing requirements according to predefined standard operating procedures.

Problem-Solving Abilities:

  • problem-solving skills to efficiently address guest concerns, unexpected challenges, or operational issues.
  • to assess situations promptly, identify root causes, and implement effective solutions while maintaining a high level of guest satisfaction.
  • capacity to think critically, make decisions under pressure, and resolve issues creatively and diplomatically.

Adherence to Dawn Raid Protocol and Safety Measures:

  • oneself with and strictly adhere to the Dawn Raid protocol as outlined by Morgan Stanley.
  • compliance with safety and security measures, prioritizing the protection of guests, employees, and facility assets.
  • periodic training refreshers to stay updated on protocol changes and reinforce knowledge of safety procedures and security measures.
  • a vigilant approach to prevent compromises to the safety and security of the facility, promptly addressing any potential threats or breaches.

Collaboration with Property Services for Facility Maintenance:

  • closely with property services to ensure the cleanliness and upkeep of the reception desk, lobby, and lounge areas.
  • with property services to establish regular cleaning schedules and ensure adherence to high standards of cleanliness and maintenance.
  • specific requirements or issues related to the reception desk, lobby, or lounge area promptly to property services for swift resolution.

Continuous Training Attendance and Implementation:

  • all designated rapport trainings to enhance communication and relationship-building skills.
  • learnings and techniques acquired from rapport training sessions into daily operations to improve guest interactions and service delivery.
  • integrate new communication strategies or relationship-building approaches learned from training sessions to elevate guest experiences consistently.

Administrative Duties:

  • accurate guest records, handle reservations, and perform associated administrative tasks proficiently using relevant software and computer systems.


Requirements:

2-3 years of relevant experience



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