Guest Relation Executive

**Job Title**: Guest Relations Executive

**Department**: Guest Services

**Job Overview**: The Guest Relations Executive is responsible for overseeing the guest services team and ensuring exceptional service delivery. This role involves managing guest interactions, resolving complex issues, and implementing strategies to enhance guest satisfaction and loyalty.

**Key Responsibilities**:

- **Leadership and Supervision**:

- Lead and supervise the guest relations team to ensure high standards of service.
- Provide training and development to staff to improve service delivery and guest satisfaction.
- Conduct regular performance evaluations and provide constructive feedback.
- **Guest Interaction**:

- Greet VIP guests and handle special requests or arrangements.
- Act as a point of contact for guests, addressing their needs and ensuring a personalized experience.
- Develop and maintain strong relationships with guests to foster loyalty.
- **Complaint Resolution**:

- Handle and resolve complex guest complaints and issues in a professional manner.
- Follow up with guests to ensure their issues are resolved and they are satisfied with the resolution.
- Implement corrective actions and service recovery processes as needed.
- **Strategic Planning**:

- Develop and implement guest relations strategies to enhance guest satisfaction and retention.
- Monitor guest feedback through surveys, reviews, and direct interactions to identify areas for improvement.
- Collaborate with other departments to create and implement service improvement initiatives.
- **Coordination and Communication**:

- Liaise with other departments (housekeeping, food and beverage, maintenance, etc.) to ensure guest requests are fulfilled promptly and accurately.
- Communicate guest preferences and special requests to relevant departments to provide a seamless experience.
- Coordinate with the marketing team to create and promote guest loyalty programs.
- **Guest Services**:

- Oversee the concierge services, including transportation, reservations, and excursions for guests.
- Ensure smooth and efficient guest check-in and check-out processes.
- Maintain updated knowledge of the hotel's services, local attractions, and events to provide accurate information to guests.
- **Administrative Duties**:

- Maintain accurate guest records and update the database with guest preferences and feedback.
- Prepare reports on guest satisfaction, complaints, and service improvements for management review.
- Assist in the planning and execution of guest events and activities.
- **Customer Service Excellence**:

- Maintain a high level of professional appearance and demeanor at all times.
- Continuously seek opportunities to enhance the guest experience and exceed guest expectations.
- Stay informed about industry trends and best practices in guest relations.

**Qualifications**:

- **Education**: Bachelor’s degree in hospitality management or a related field.
- **Experience**: Minimum of 3-5 years of experience in a guest relations or customer service role, with at least 1-2 years in a supervisory position.
- **Skills**:

- Exceptional communication and interpersonal skills.
- Strong leadership and team management abilities.
- Excellent problem-solving and conflict resolution skills.
- Proficiency in multiple languages is an advantage.
- Knowledge of reservation and property management systems (e.g., Opera, Fidelio).

**Physical Requirements**:

- Ability to stand and walk for extended periods.
- Ability to lift and carry luggage or other items as needed.

**Working Conditions**:

- May require working on weekends, holidays, and shifts, including nights.
- Fast-paced environment with a focus on delivering exceptional service.

**Salary**:

- Competitive salary with benefits, including health insurance, paid time off, performance bonuses, and employee discounts.

Pay: ₹12,000.00 - ₹15,000.00 per month

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 7303099642