Guest Relations Executive

Job Title: Guest Relations Executive (Female)

Company: 5 Star Hotel, Puri

**Job Description**:
As a Guest Relations Executive (GRE) in the hotel industry, your primary responsibility will be to ensure that guests have a positive and memorable experience during their stay. As the main point of contact for guests, you will provide exceptional customer service, address guest inquiries and concerns, and coordinate with various departments to fulfill guest requests. Your role will contribute to creating a welcoming and hospitable atmosphere that exceeds guest expectations and fosters guest loyalty.

**Responsibilities**:
1. Guest Relations and Service:

- Greet guests warmly and assist with check-in and check-out processes, ensuring a smooth and efficient experience.
- Provide personalized service to guests, anticipate their needs, and offer assistance to enhance their stay.
- Handle guest inquiries, complaints, and requests promptly and professionally, resolving issues to guest satisfaction.
- Maintain a friendly and approachable demeanor, creating a positive and welcoming atmosphere for guests.

2. Guest Assistance and Concierge Services:

- Provide recommendations and information on hotel facilities, amenities, local attractions, and services.
- Arrange transportation, reservations, and ticket bookings for guests, ensuring their convenience and satisfaction.
- Assist guests with luggage, coordinate with bell staff, and provide support for special requests or arrangements.
- Maintain a strong knowledge of the hotel's offerings, promotions, and events to effectively assist guests.

3. Communication and Coordination:

- Liaise with various hotel departments, including Housekeeping, Front Office, Food and Beverage, and Concierge, to ensure guest requests are fulfilled efficiently and seamlessly.
- Communicate guest preferences, special requests, and feedback to relevant departments to enhance the guest experience.
- Collaborate with the reservations team to manage guest room assignments and ensure accurate and timely information.

4. Guest Loyalty and Relationship Building:

- Build rapport and establish positive relationships with guests, maintaining guest profiles and preferences for future visits.
- Actively engage in upselling and cross-selling hotel services, amenities, and loyalty programs.
- Seek opportunities to surprise and delight guests, such as personalized welcome amenities or gestures.
- Follow up with guests after their stay, seeking feedback and addressing any concerns or issues.

5. Administrative Tasks:

- Maintain accurate guest records, update guest profiles, and ensure confidentiality of guest information.
- Prepare reports, including guest satisfaction surveys, incident reports, and guest feedback, as required.
- Assist with administrative tasks, such as handling guest mail, messages, and packages.

Qualifications and Skills:

- Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
- Previous experience in a guest service role, preferably in the hotel industry.
- Excellent communication and interpersonal skills to engage with guests and colleagues effectively.
- Strong customer service orientation with a genuine desire to exceed guest expectations.
- Professional appearance, warm personality, and a welcoming demeanor.
- Problem-solving skills and the ability to handle guest complaints or difficult situations with empathy and composure.
- Strong organizational and multitasking abilities to manage guest requests and administrative tasks.
- Fluency in multiple languages is an advantage, especially English and any additional language spoken by the hotel's target guest market.
- Flexibility to work in shifts, including weekends, evenings, and holidays.

Note: The above job description is a general outline and can be tailored to reflect the specific requirements and expectations of your hotel or organization.

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**Job Types**: Full-time, Regular / Permanent, Fresher

**Salary**: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

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

Supplemental pay types:

- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Bhubaneshwar, Orissa: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 2 years (preferred)