Guest Relation Executive (225-905)

A Guest Relation Executive plays a vital role in the hospitality and service industries, acting as a bridge between the establishment and its guests. This professional is responsible for ensuring that guests have a pleasant and memorable experience from the moment they check in until they check out. A Guest Relation Executive must possess excellent interpersonal skills and exhibit a genuine willingness to actively listen to guests and address any concerns they may have. They are often the face of the organization, making communication and presentation skills crucial. They handle reservations, manage guest queries and complaints, and coordinate with different departments to enhance service delivery. The role requires a detailed understanding of the establishment's services, policies, and facilities, as well as a proficiency in using hospitality software systems to streamline operations and enhance guest satisfaction.

Responsibilities

• Warmly welcome guests upon arrival and ensure a smooth check-in process.
• Respond promptly and efficiently to guest inquiries and requests at all times.
• Coordinate with housekeeping to ensure guest rooms meet standards before check-in.
• Handle complaints diplomatically and work toward resolution with guest satisfaction.
• Liaise with other departments to accommodate guests' special requests and preferences.
• Maintain a comprehensive understanding of services and amenities offered at the property.
• Ensure guest loyalty by building effective relationships and anticipating their needs.
• Manage and update guest profiles to personalize future experiences and visits.
• Collaborate with concierge staff to organize transportation and excursions for guests.
• Monitor guest feedback and suggest improvements for service enhancements and operations.
• Provide guests with information about the local area, including dining and attractions.
• Facilitate guest departures and ensure bills are settled accurately and promptly.

Requirements

• Bachelor’s degree in Hospitality Management or a related field is preferred.
• Minimum of two years of experience in a guest relations role within hospitality.
• Exceptional customer service skills with the ability to resolve conflicts effectively.
• Strong communication skills in both written and verbal English; multilingual ability is a plus.
• Proficient in using hotel management software and handling reservations and check-ins.
• Demonstrated ability to work under pressure and handle challenging situations smoothly.
• Flexible working hours, including availability on weekends and holidays, is required.