Guest Service Executive

1 week ago

Hyderabad, India Mercure Hyderabad KCP Full time

Job Description

As one of the first points of contact for our guests, our exceptional team of Guest Service Agents and Guest Experience Agents provide a warm welcome for a memorable experience for our guests through their friendly, courteous and efficient service.

You will be required to regularly refresh yourself with the Hotel’s facilities and services, including; hotel packages & specials whilst building meaningful rapport with both new and regular guests by maximising the use of guest history.

This position will require availability for morning, evening shifts and weekends. We are looking for someone with a "can-do" attitude who is friendly and outgoing.

Duties & Responsibilities:
These are active front of house positions involving:
Guest Service Agents:

- Providing a high level of customer service
- Recognising and welcoming regular guests
- Providing a personalised service and experience for our guests
- Perform accurate and efficient guest check-in and check
- out
- Update and maintain accurate guest details
- Assist with reservation inquiries
- Effectively liaise with other departments to ensure required tasks are completed
- Maintain good communication and work relationships in all hotel areas

Guest Experience Agents:

- Daily liaison and welcoming guests into the VIP lounge, checking in, building profiles for our guests
- Proactively respond to guest priorities and requests
- Enhancing and building the Guest Experience department in conjunction with the Guest Experience Manager
- Update operational departments daily with WIP movements and special requirements for our VIP and Loyalty members
- Assisting the Guest Experience Manager with team projects

Maintaining strong relationships with all departments is essential in this role, updating them daily with VIP movements and special requirements to ensure all needs/ requirements are met. You will be a strong point of contact for our guests during their stay as the relationships you build will create bond with our guests that they will not find anywhere else.

**Qualifications**:

- Previous experience in a Front Office or Reservations role
- Opera Property Management System experience (highly regarded)
- Ability to multitask whilst ensuring exceptional attention to detail
- Exceptional communication and customer service skills
- Outstanding passion to deliver excellent guest service
- Ability to multitask and accept fluidity in your role whilst ensuring exceptional attention to detail
- High level of creativity and artistry with local knowledge
- Flexibility to work various shifts including week-ends, nights and public holidays
- Immaculate presentation and grooming standards

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