Guest Relation Executive

Job Description**:Guest Relations Executive (GRE)**

**Position**: Guest Relations Executive (GRE)
**Department**: Front Office / Guest Services
**Reports to**: Front Office Manager

**Job Summary**:
The **Guest Relations Executive (GRE)** is responsible for ensuring that guests experience a warm and welcoming atmosphere from the moment they arrive until their departure. The role involves managing guest inquiries, resolving issues, coordinating with various departments to meet guest needs, and ensuring overall satisfaction throughout the guest's stay. The GRE plays a crucial role in building strong relationships with guests, enhancing their experience, and fostering loyalty.

**Key Responsibilities**:
**1. Guest Welcome & Check-in/Check-out**:

- **Guest Reception**: Welcome guests with a friendly and professional attitude, ensuring a smooth and efficient check-in process.
- **Room Assignments**: Handle room allocations and make sure the preferences of guests, such as special requests or room types, are accommodated.
- **Check-in/Check-out Procedures**: Assist with guest check-in and check-out, handling billing and payment accurately while offering relevant information about the hotel facilities.

**2. Guest Satisfaction & Relationship Building**:

- **Problem Resolution**: Handle guest complaints effectively and efficiently, coordinating with other departments (e.g., housekeeping, maintenance) to resolve issues promptly.
- **VIP Guest Service**: Ensure special attention is given to VIP, regular, or high-profile guests, offering personalized services, welcome amenities, and priority treatment.
- **Follow-up**: Check on guests during their stay to ensure their needs are met, and follow up post-departure to gather feedback or address concerns.

**3. Concierge Services**:

- **Local Knowledge**: Provide information about local attractions, dining options, transportation, and entertainment to help guests make the most of their visit.
- **Assistance with Bookings**: Assist guests with restaurant reservations, transportation bookings, or special activities such as tours and events.

**4. Coordination with Internal Departments**:

- **Liaison**: Work closely with housekeeping, maintenance, and other departments to ensure guest rooms and facilities meet the highest standards and any guest issues are resolved efficiently.
- **Communication**: Ensure clear communication of guest preferences, complaints, or special needs with appropriate staff and departments to deliver a seamless guest experience.

**5. Guest Feedback & Reporting**:

- **Collect Feedback**: Encourage guests to provide feedback through surveys or conversations to understand their experience and identify areas for improvement.
- **Reporting**: Maintain accurate guest logs, incident reports, and feedback summaries to assist in improving guest service standards.

**6. Loyalty Program Promotion**:

- **Membership Enrollment**: Promote hotel loyalty programs to guests, assist them with enrolling, and explain the benefits.
- **Member Services**: Ensure that loyalty program members receive the appropriate perks and benefits during their stay.

**7. Administrative Tasks**:

- **Daily Reports**: Prepare and update daily reports and logs related to guest inquiries, complaints, and VIP arrivals/departures.
- **Cash & Billing**: Assist with handling cash, processing payments, and ensuring accurate billing for guests.

**Skills and Qualifications**:

- **Education**: Degree/Diploma in Hospitality Management, Customer Service, or a related field.
- **Experience**: At least 1-2 years of experience in guest relations, front office, or a customer service role in a hospitality environment.
- **Communication Skills**: Exceptional verbal and written communication skills. Proficiency in English (additional languages are an asset).
- **Problem-Solving**: Strong problem-solving abilities to handle guest complaints and issues with professionalism.
- **Multitasking**: Ability to handle multiple tasks simultaneously and work efficiently under pressure.
- **Attention to Detail**: Ensure that all guest needs, preferences, and issues are attended to with accuracy and care.
- **Technology**: Proficient in hotel management software (PMS systems) and basic MS Office tools.

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Food provided
- Health insurance
- Internet reimbursement
- Provident Fund

Schedule:

- Rotational shift

Supplemental Pay:

- Yearly bonus

Ability to commute/relocate:

- Kazhakoottam, Thiruvananthapuram, Kerala: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Secondary(10th Pass) (preferred)

**Experience**:

- total work: 2 years (preferred)
- Guest relations: 1 year (preferred)

Work Location: In person