Guest Relations Executive

2 weeks ago

Hyderabad, Telangana, India AccorHotel Full time

Job Title: Guest Relations Executive

Job Summary:

We are seeking a highly skilled and experienced Guest Relations Executive to join our team at AccorHotel. As a Guest Relations Executive, you will be responsible for ensuring that our guests have an exceptional experience during their stay with us. This includes providing exceptional customer service, resolving any issues that may arise, and ensuring that our guests feel valued and appreciated.

Key Responsibilities:

Front Office Planning

  • Ensure that the arrivals and departures for the day and relevant records are maintained.
  • Ensure quality in all aspects of work and among the staff in the lobby.
  • Assist guests with check-in and check-out as well as other cashiering duties.
  • Review arrival lists and prepare compendiums prior to guests' arrival and check into system if necessary.
  • Welcome guests on arrival, register, and issue room keys according to departmental standards and procedures.
  • Ensure that members consistently receive all benefits and repeat guests and other VIPs receive special recognition and service. Prepare and send welcome cards and amenities to rooms prior to guests' arrival.
  • Liaise closely with other relevant departments to ensure that guests' requests and needs are met.
  • Update and maintain repeat guest history system.
  • Promote InterHotel sales and in-house facilities according to departmental standards to maximize revenue.
  • Handle guests' complaints and comments tactfully and efficiently.
  • Handling guests' mail, messages, and answering of phone calls.
  • Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed.
  • Be vigilant in regard to in-house credit matters and act upon any discrepancies.
  • Alert Security or Duty Manager of suspicious-looking person(s) or articles.
  • Maintain the highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests' expectations/VOG target.

People Management

  • Personally welcome and escort all guests of Novotel Hyderabad.
  • Authorize courtesies for V.I.Ps.
  • Ensure that regular training is conducted as per the standards.
  • Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

Financial Management

  • Responsible for maintaining a high level of room sales by upselling.
  • Ensure that the log book is maintained.
  • Ensure maximum room occupancy within agreed overbooking policy.
  • Ensure to balance the accounts on a daily basis.

Operational Management

  • Adhere to the Standard Operating Procedures & policies.
  • Check out standing of in-house guests on a daily basis.
  • To check whether the following records are kept in order and up to date.
  1. C forms
  2. Reception / Information Log Book
  • Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
  • Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
  • Check the grooming and hygiene of the team.
  • Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
  • Ensure that newspapers and parcels are delivered in the rooms without delay.
  • To be readily available at all times to deal with problems or complaints.
  • Ensure effective and speedy check-in & check-out facilities.
  • Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
  • Ensure that the entrance is easily accessible to cars and taxis at all times.
  • Conduct briefing for concierge and Front Office Assistants.

Qualifications:

  • Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness.
  • Ability to accept responsibility.
  • Self-confidence, motivation, drive, and tenacity.
  • Ability to enhance organizational performance.
  • Ability to clearly delegate tasks and responsibilities.
  • Ability to think strategically, inductively, and creatively.
  • And the propensity to recognize and acknowledge other people's ideas.

Remote Work: No

Employment Type: Full-time

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