Guest Relation Executive

Urgent Hiring For Guest Relation on call (Telephonic)
Yrs of Exp
- 1-2 yrs of Exp with relevant positions.
Location
- Kharghar Navi Mumbai.
Qualification : Bachelor degree in discipline in Hotel Industry.

**Role and Responsibilities**
- **concierge service a one-stop solution for our travelers**:

- **Handle all customer queries and complaints raised on social platforms like Facebook, Instagram, GMB, and Twitter and understand the customer grievances and provide appropriate resolution**:

- **Solve/answer prospect and customer issues, complaints, questions/queries in close coordination with the other departments maintain the records**:

- **Take a customer-focused approach to handle complaints and escalations**:

- **Work on following up on all the assigned cases** **Provide resolution within the framed timelines**:

- **Ensure that all written communication is carried out as per the customer care procedures**
- Following the rules and regulation of the hotel in a proper manner
- Must be flexible for all the shifts - morning, afternoon, evenings and if required night shift also only on calls
- Pleasant, ardent, passionate, self-motivated and able to work without any pressure
- Welcome guests during check-in and giving a fond farewell to guest while checkout. Handling guest complaints and concerns in an efficient and timely manner. Overseeing VIP guests, arrivals and departures. Coordinating and multi-tasking job duties in a busy environment.
- A Guest Relation Officer, also known as a Guest Relation Coordinator or Guest Relation Specialist, is **a customer service-oriented employee who essentially greets hotel guests**. From escorting guests to rooms to assisting in arranging reservations, Guest Relation Officers ensure a pleasant and satisfying stay at a hotel.
- Prepare a proper list after gathering the arrival and check-in information of all from sales Team
- Attend to inquiries requested by the guests regarding facilities provided and everything else.
- Check if adequate welcome amenities are available for everyone whose arrival is on the list The amenities for their quality and proper provision to leave no ground for complaints from the guests
- Need to make sure that all the arrivals and departure are taken care and handled smoothly without any delay, hindrance or confusion
- Maintain a polite and humble personality while attending to the guests. Must have a confident and positive approach as well as pleasant personality which is crucial
- Take care of each and everything the guest might need and ask for, to avoid a last-minute rush.
- Ensure maintenance of proper information in the database.
- Work in close coordination with the manager and get in touch with him whenever needed.
- Immediate answer the inquiries.
- Ensure rates match market codes, document exceptions with travel portals. Maintaining the detailed information of room rates, offers, current promotions, upgrade, and packages
- Secure payment prior to issuing room key, verify/adjust billing
- Compile and review daily reports/logs/contingency lists Ensure compliance with health and quality standard.
- Supply guests with directions and property information
- Ensure clients are properly greeted upon their arrival
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concern
- Promote all hotel amenities, conveniences and programs offered Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
- Understanding of all hotel management best practices and relevant laws
- Hands-on experience with Hotel Management software (PMS)
- Proficiency in English; knowledge of other languages is a plus
- Customer service drive with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills
- Leadership skills along with the ability to motivate a team into high performance
- Ability to work flexible hours
- Strong sense of responsibility and a professional presentation
- Surveying customer feedback from hotel guestbook, online reviews and finding out ways to improve the overall ranking

**Good written and verbal communication.**
**Good knowledge of Microsoft proficient.**
**Maintaining the logbook.**
**Multitasking & Time management.**

**Salary**: ₹11,000.00 - ₹16,000.00 per month

Schedule:

- Morning shift

COVID-19 considerations:
Yes we follow

Ability to commute/relocate:

- Kharghar, Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

**Speak with the employer**

+91-XXXXXXXXXX