Guest Relationship Executive

7 days ago

Kala Ghoda Mumbai Maharashtra, India Binge Consulting Full time

**Job Summary**:
The Guest Relations Executive (GRE) is responsible for ensuring an exceptional guest experience from arrival to departure. This role involves welcoming guests, addressing inquiries and complaints, and maintaining positive relationships with all visitors. The GRE also coordinates with various departments to ensure guests' needs are met and that they have a seamless and enjoyable stay.

**Key Responsibilities**:

- **Guest Welcome & Check-In**:

- Greet guests upon arrival with a warm and professional welcome.
- Ensure a smooth check-in process, assisting with registration and room allocation.
- Provide a detailed introduction to hotel services, amenities, and local attractions.
- **Guest Relations & Service**:

- Act as the point of contact for guests throughout their stay, handling inquiries, special requests, and complaints promptly and professionally.
- Ensure guest satisfaction by addressing any concerns and providing resolutions in a timely manner.
- Maintain ongoing communication with guests, offering personalized service to enhance their experience.
- **Coordination with Departments**:

- Liaise with housekeeping, food and beverage, and other departments to fulfill guest requests or resolve issues.
- Coordinate special guest arrangements, such as VIP services, room upgrades, or surprise amenities, for special occasions.
- **Complaint Management**:

- Handle guest complaints effectively, resolving issues while maintaining a positive relationship with the guest.
- Escalate unresolved complaints to the appropriate manager and follow up to ensure guest satisfaction.
- **Check-Out & Farewell**:

- Ensure a smooth check-out process, including billing accuracy and addressing any guest concerns.
- Solicit feedback from departing guests to understand areas of improvement and opportunities for better service.
- Thank guests for their stay and extend invitations for future visits.
- **Record Keeping & Reports**:

- Maintain accurate guest records, including personal preferences, complaints, and special requests, to ensure personalized service during future visits.
- Prepare daily guest feedback reports and share insights with management for service improvements.
- **Guest Engagement**:

- Organize and oversee special guest experiences or events, including tours, entertainment, and promotions.
- Ensure guests are aware of any hotel programs or loyalty rewards, encouraging repeat visits.

**Qualifications**:

- **Education**: Diploma or degree in Hospitality Management, Tourism, or a related field.
- **Experience**: Minimum of 1-2 years of experience in guest relations, front office, or customer service roles, preferably in a hotel or luxury service environment.
- **Skills**:

- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a calm demeanor under pressure.
- High level of organization and attention to detail.
- Multilingual abilities are a plus (depending on guest demographic).

Pay: ₹20,000.00 - ₹25,000.00 per month

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 9619484406

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