Guest Relation Executive (225-1007)

A Guest Relation Executive, often the first point of contact for guests in hospitality establishments, plays a pivotal role in ensuring guest satisfaction and loyalty. This position requires an individual who excels in customer service and communication, offering a warm and welcoming environment for guests. The Guest Relation Executive is responsible for managing guest concerns and inquiries, ensuring a seamless and pleasant experience throughout their stay. This role is essential in enhancing the reputation of the establishment by delivering exceptional service and addressing any challenges promptly and efficiently. The ideal candidate will possess strong interpersonal skills, a keen attention to detail, and the ability to handle pressure gracefully.

Responsibilities

• Welcome guests warmly upon arrival and offer assistance with any inquiries.
• Manage guest check-in and check-out procedures efficiently and accurately.
• Handle guest complaints and concerns with empathy and professionalism.
• Coordinate with concierge services to fulfill guest requests effectively.
• Maintain a detailed record of daily guest interactions and activities.
• Offer personalized recommendations based on guest preferences and feedback.
• Monitor guest feedback through surveys to improve service quality consistently.
• Communicate guest needs to relevant departments and ensure timely follow-up.
• Assist in organizing special events and amenities for guest anniversaries or celebrations.
• Stay updated on local attractions to guide guests with valuable information.
• Promote hotel services and offer upsell suggestions tactfully to enhance experience.
• Ensure all guest areas are clean, welcoming, and up to establishment standards.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Minimum of two years’ experience in a similar guest services role.
• Exceptional interpersonal and communication skills orally and in writing.
• Ability to work flexible hours, including weekends and holidays as required.
• Proficient in using hospitality software and standard office applications.
• Strong problem-solving skills and ability to handle difficult situations calmly.
• Demonstrated ability to work well in a team-oriented and fast-paced environment.