Guest Relations Executive

3 weeks ago

Hyderabad, Telangana, India AccorHotel Full time
Key Responsibilities
  • 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 checkout 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.
  • 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.
People Management
  • Personally welcome and escort all guests.
  • 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 and checkout 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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