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Guest Relations Executive

3 months ago

Hyderabad, India NOVOTEL Full time
Job Description

Primary Responsibilities

  • Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of Novotel Hyderabad Airport.
  • Responsible for Reception, Concierge operations, Hospitality and Cashier.
  • Liaise with different departments for smooth and coordinated work.
  • Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
  • Ensure to interact with the guests & enable the team to understand guest requirements.

Operational Management

  • Adhere to the Standard Operating Procedures & policies.
  • Check outstanding of in-house guests on a daily basis.
  • To check whether the following records are kept in order and up to date.
    • “C” forms
    • Reception / Information Log Book

        

    • Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
    • Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
    • Check the grooming and hygiene of the team.
    • Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
    • Ensure that newspapers and parcels are delivered in the rooms without delay.
    • To be readily available at all times to deal with problems or complaints.
    • Ensure effective and speedy check-in & check-out facilities.
    • Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
    • Ensure that the entrance is easily accessible to cars and taxis at all times.
    • Conduct briefing for concierge and Front Office Assistants.

Qualifications

Knowledge and Experience

  • Diploma in Tourism / Hospitality Management
  • Minimum 2 years of relevant experience
  • Excellent reading, writing and oral proficiency in English language
  • Ability to speak other languages and basic understanding of local languages will be an advantage

Competencies

  • Good communication and customer contact skills
  • Service oriented with an eye for details
  • Ability to work effectively and contribute in a team
  • Self-motivated and energetic
  • Must be well-presented and professionally groomed at all times