Hotel Experience Manager

2 weeks ago


Mumbai, Maharashtra, India Accor Full time

Company Overview:

Fairmont Hotels & Resorts is a renowned hospitality group with a portfolio of over 90 extraordinary hotels worldwide. Since 1907, we have been creating unforgettable experiences for our guests, rich in character and deeply connected to the history, culture, and community of each destination.

Our Ambition:

We strive to deliver engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges that exceed guest expectations. Our commitment to sustainability and responsible tourism practices sets us apart as industry leaders.

Job Description:

We are seeking a dedicated Guest Relations Executive to ensure seamless stays at Fairmont Mumbai. This role requires impeccable hospitality skills, attention to detail, and a genuine passion for exceeding guest expectations.

Main Responsibilities:

  • Welcome guests warmly upon arrival and engage with them throughout their stay to provide personalized service and enhance their overall experience.
  • Assist guests with various requests, including restaurant reservations, transportation arrangements, and sightseeing recommendations, ensuring a convenient and enjoyable stay.
  • Address guest concerns and complaints promptly and effectively, seeking solutions to ensure guest satisfaction and retention.
  • Solicit feedback from guests to gauge satisfaction levels and identify areas for improvement, actively seeking ways to enhance the guest experience.
  • Handle special requests from guests, such as arranging for special amenities or organizing celebrations, ensuring that all requests are fulfilled to the highest standards.
  • Maintain clear and open communication with guests, colleagues, and other departments to ensure seamless coordination and execution of guest requests.

Requirements:

  • Previous experience in a guest-facing role within the hospitality industry is preferred.
  • Exceptional customer service skills with a genuine desire to create memorable experiences for guests.
  • Strong communication skills, both verbal and written, with fluency in English (additional languages are a plus).
  • Ability to remain calm and composed under pressure, with a proactive approach to problem-solving.
  • Excellent organizational skills and attention to detail, with the ability to multitask effectively.
  • Proficiency in using computer systems and hotel management software.

Salary Range:

The estimated salary for this position is ₹8.5 Lakhs - ₹12.5 Lakhs per annum, depending on qualifications and experience.

Benefits:

As a valued member of our team, you will enjoy a comprehensive benefits package, including competitive compensation, opportunities for career growth, and access to Accor's lifestyle loyalty program, ALL - Accor Live Limitless.



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