Guest Relations Executive (225-724)

The Guest Relations Executive plays a pivotal role in managing all aspects of the guest experience. This role serves as the face of the organization and the primary point of contact for guests. The Guest Relations Executive ensures that all guests receive a warm welcome and that their needs and preferences are met throughout their stay or visit. They are responsible for creating a hospitable environment, handling guest inquiries and complaints efficiently, and contributing to an overall exceptional guest experience. Being attentive, proactive, and demonstrating a high degree of professionalism are key traits for success in this role. The ultimate goal is to achieve the highest level of guest satisfaction, encourage repeat visits, and bolster the reputation of the organization.

Responsibilities

• Welcome and greet guests warmly, ensuring a positive and friendly reception.
• Manage guest check-in and check-out procedures accurately and efficiently.
• Address and manage guest inquiries, requests, and complaints promptly and professionally.
• Coordinate with other departments to ensure a seamless guest experience.
• Keep detailed records of guest interactions, feedback, and resolutions in the system.
• Assist in planning and organizing events and special guest needs or requests.
• Ensure the guest areas are clean, inviting, and stocked with necessary supplies.
• Train and mentor team members on customer service standards and operations.
• Implement and uphold company policies, procedures, and quality standards at all times.
• Conduct follow-up communications with guests to ensure satisfaction post-visit.
• Gather and analyze guest feedback to improve the quality of experience offered.
• Stay informed about the services and facilities provided by the organization.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• Minimum of two years experience in a guest relations or customer service role.
• Exceptional interpersonal and communication skills with a guest-focused attitude.
• Proficiency in using hotel management software and Microsoft Office Suite.
• Strong problem-solving skills and the ability to handle difficult situations calmly.
• Fluency in English; additional languages would be considered an advantage.
• Flexible availability, including evenings, weekends, and holidays.