Guest Relation Executive (225-821)

A Guest Relation Executive plays a pivotal role in enhancing the guest experience by acting as the main point of contact between the guests and the establishment. This position is essential in ensuring that guests have a pleasurable and memorable experience when visiting. As a brand ambassador, the Guest Relation Executive is responsible for forging positive relationships with guests, addressing their needs, resolving any issues, and offering personalized services. This role demands excellent communication skills, a warm demeanor, and the ability to multitask efficiently in a high-paced environment. The Guest Relation Executive must maintain composure and exhibit professionalism at all times while ensuring that all guest interactions are aligned with the organization's standards and values.

Responsibilities

• Welcome guests warmly and assist them with check-in procedures promptly.
• Address guest inquiries and provide accurate information about services and amenities.
• Handle guest complaints and provide timely resolutions to enhance satisfaction.
• Coordinate with other departments to ensure guest requests are fulfilled efficiently.
• Maintain detailed and precise records of guest interactions and transactions.
• Conduct guest surveys and feedback to understand their perception and experience.
• Facilitate special requests such as transport arrangements and event tickets for guests.
• Promote hotel services, facilities, and special offers to enhance guest experiences.
• Anticipate guest needs by understanding their preferences and history with the hotel.
• Uphold the highest standards of hospitality, professionalism, and discretion.
• Oversee the guest loyalty programs and ensure guests are aware of benefits.
• Assist in training new staff members on guest service protocols and procedures.

Requirements

• Bachelor’s degree in Hospitality Management, Business, or a related field preferred.
• Minimum of two years of experience in a customer-facing hospitality role.
• Excellent verbal and written communication skills are essential.
• Proficiency in hotel management software and basic computer applications.
• Strong multitasking abilities and attention to detail in guest service tasks.
• Ability to handle stressful situations calmly and professionally at all times.
• Fluency in multiple languages is a significant advantage for guest interactions.