Guest Relations Agent

4 days ago

Hyderabad Telangana, India Akoya Hotels Full time

Job Summary:
Key Responsibilities:Guest Relations:

- **Guest Welcome & Orientation**: Warmly welcome guests upon arrival, assist with luggage, and provide essential information about hotel facilities, services, and local attractions.
- **Personalized Service**: Proactively anticipate guest needs and preferences, offering personalized recommendations and ensuring a memorable stay.
- **Complaint Resolution**: Efficiently and empathetically handle guest complaints, feedback, and special requests, escalating complex issues to management when necessary and ensuring timely follow-up.
- **Loyalty Program Management**: Promote and enroll guests in the hotel's loyalty programs, explaining benefits and encouraging participation.
- **VIP Handling**: Provide specialized attention and services to VIP guests, ensuring their comfort and satisfaction.
- **Feedback Collection**: Encourage guests to provide feedback through surveys or direct communication to continuously improve service quality.
- **Local Expertise**: Maintain up-to-date knowledge of local events, restaurants, and attractions to provide accurate and helpful information to guests.
- **Interdepartmental Coordination**: Collaborate closely with other departments (Housekeeping, F&B, Concierge) to fulfill guest requests and resolve issues seamlessly.

Front Office Operations:

- **Check-in/Check-out**: Efficiently manage guest check-in and check-out procedures, including registration, room assignments, key card issuance, and accurate billing.
- **Reservations**: Assist guests with making, modifying, or canceling reservations, ensuring accuracy and adherence to hotel policies.
- **Payment Processing**: Handle cash, credit card, and other payment transactions accurately and securely.
- **Telephone Etiquette**: Answer incoming calls professionally, direct calls to appropriate departments, and take messages accurately.
- **Information Provision**: Provide comprehensive information about hotel services, room types, rates, and promotions.
- **Audit & Reporting**: Maintain accurate guest records, reconcile daily transactions, and assist with night audit procedures as required.
- **Upselling**: Identify opportunities to upsell hotel services and amenities, enhancing guest experience and revenue.
- **Safety & Security**: Adhere to all hotel security and safety procedures, reporting any suspicious activities or incidents.

Qualifications:

- Bachelor's degree or diploma in Hospitality Management, Hotel Administration, or a related field preferred.
- Proven experience in a guest-facing role within the hospitality industry.

Skills & Competencies:

- Exceptional interpersonal and communication skills (verbal and written).
- Strong problem-solving and decision-making abilities.
- High level of emotional intelligence and empathy.
- Ability to remain calm and professional under pressure.
- Proficiency in Property Management Systems (PMS) like Opera, Fidelio, etc.
- Fluency in English; proficiency in additional languages is a significant advantage.
- Customer service-oriented with a passion for guest satisfaction.
- Strong organizational skills and attention to detail.
- Team player with a positive attitude.

Pay: ₹12,000.00 - ₹18,000.00 per month

**Benefits**:

- Flexible schedule
- Food provided

Schedule:

- Rotational shift

Work Location: In person

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