Guest Relations Executive

2 months ago

Secunderabad HO Hyderabad Telangana, India Haldiram Snacks Pvt. Ltd Full time

As a Guest Relations Executive, you will serve as a key point of contact for our guests, ensuring their comfort, satisfaction, and loyalty. Your primary responsibility is to create a welcoming and memorable experience for our guests, with a focus on building lasting relationships. A Guest Relations Executive is a crucial role in ensuring guest satisfaction and loyalty. In this role you require exceptional communication and interpersonal skills, a proactive approach to guest interactions, and the ability to represent the hotel in a positive and professional manner.

**Key Responsibilities**:
1. Guest Engagement and Assistance:

- Warmly greet arriving guests and bid farewell to departing guests, ensuring a personalized and memorable welcome/farewell.
- Actively engage with guests, inquire about their needs, and provide assistance and information about hotel facilities, services, and local attractions.

2. VIP and Corporate Guests Management:

- Identify VIP and corporate guests and provide special attention and services as required.
- Develop and maintain strong relationships with corporate clients and regular guests.

3. Guest Issue Resolution:

- Handle guest inquiries, concerns, and complaints promptly and professionally, ensuring a satisfactory resolution.
- Collaborate with relevant hotel departments to address guest issues effectively.

4. Guest Services Coordination:

- Coordinate and fulfill special guest requests, including room preferences, amenities, and transportation arrangements.
- Facilitate reservations for hotel services such as dining, spa, or business facilities.

5. Guest Feedback Management:

- Proactively seek guest feedback and reviews during their stay, encouraging positive online reviews and addressing negative feedback.
- Compile and report guest feedback to relevant departments for continuous improvement.

6. Events and Special Occasions:

- Assist guests in planning and organizing special events, meetings, or celebrations within the hotel.
- Ensure that all arrangements meet or exceed guest expectations.

7. Loyalty Programs and Recognition:

- Promote and enrol guests in the hotel's loyalty programs.
- Recognize and reward repeat guests with personalized amenities and special privileges.

8. Communication and Reporting:

- Maintain effective communication with various hotel departments, including front office, housekeeping, F&B, and management.
- Prepare regular reports on guest interactions and feedback for management review.

9. Upselling and Revenue Enhancement:

- Identify opportunities to upsell room upgrades, services, and amenities to enhance the guest experience and increase revenue.

10. Safety and Security:

- Ensure the safety and security of guests and their belongings.
- Be knowledgeable about and adhere to hotel security and emergency procedures.

**Qualifications**:

- Bachelor's degree in Hotel Management or a related field (preferred).
- Previous experience in guest relations, hospitality, or customer service.
- Excellent interpersonal and communication skills.
- Proficiency in multiple languages.
- Strong problem-solving abilities and adaptability.
- Ability to remain calm and professional in high-pressure situations.
- Familiarity with hotel management software and reservation systems.
- Customer-centric mind-set and a passion for providing exceptional service.

**Job Types**: Full-time, Permanent

Pay: ₹12,066.93 - ₹28,943.29 per month

**Benefits**:

- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental Pay:

- Overtime pay
- Performance bonus
- Quarterly bonus
- Shift allowance
- Yearly bonus

**Experience**:

- total work: 1 year (required)

Work Location: In person

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