Guest Relations Officer

3 days ago

Kakkanad Kochi Kerala, India Ibarc Business Studio Full time

Company Name : Vieroots wellness Solutions Pvt Ltd.

Position :- Guest Relations Officer

1. Guest Engagement and Assistance

  • Welcome guests upon arrival with warmth and professionalism.
  • Assist with check-in and check-out procedures.
  • Provide information about facilities, services, and local attractions

2. Complaint Handling and Problem Solving

  • Listen to guest concerns and resolve complaints efficiently.
  • Escalate unresolved issues to relevant departments or managers.
  • Follow up to ensure guest satisfaction after an issue is resolved.

3. Communication and Coordination

  • Coordinate with housekeeping, front desk, and maintenance to meet guest needs.
  • Communicate important guest information (e.g., VIPs, special occasions) to relevant departments.
  • Maintain accurate guest records and feedback.

4. Customer Relationship Management

  • Build rapport with regular guests to encourage loyalty and repeat visits.
  • Gather guest feedback and suggestions for improvement.
  • Assist with loyalty programs, promotions, and personalized guest experiences.

5. Administration and Reporting

  • Maintain logs of guest complaints, compliments, and service recovery actions.
  • Prepare daily or weekly guest relations reports for management.
  • Monitor guest satisfaction metrics (e.g., surveys, online reviews).

6. Hospitality and Professionalism

  • Maintain a professional appearance and positive attitude at all times.
  • Anticipate guest needs and deliver proactive service.
  • Represent the organization's values and standards.

7. Skills and Qualities Required

  • Excellent communication skills in English, Hindi & Malayalam.
  • Strong problem-solving abilities
  • Patience and empathy
  • Attention to detail

Education and experience

  • Degree: A Bachelor's degree in Hospitality Management, Business Administration, or a related field is standard. An Associate's degree may be an option with sufficient experience.
  • Experience: You may need at least 3-5 years of experience as a Guest Relations Officer or in a supervisory position.
  • Multitasking and organizational skills
  • Knowledge of customer service principles and hospitality software

Job Types: Full-time, Permanent

Pay: ₹25, ₹30,000.00 per month

Benefits:

  • Provident Fund

Work Location: In person

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