Guest Relations Executive (225-613)

A Guest Relations Executive plays a crucial role in delivering outstanding customer service and ensuring a memorable experience for all guests. This position demands a warm personality and excellent communication skills to address guest inquiries, resolve complaints, and coordinate with other departments to enhance guest satisfaction. The executive is often the first point of contact and the key person responsible for cultivating personalized services that align with the establishment's standards. This role requires someone with exceptional interpersonal skills, an unwavering attention to detail, and the ability to multitask efficiently in a fast-paced environment. By keeping a pulse on guest needs and preferences, the Guest Relations Executive contributes significantly to the establishment’s reputation and guest loyalty.

Responsibilities

• Provide excellent service to guests by anticipating their needs and preferences.
• Resolve guest complaints promptly and effectively to ensure satisfaction.
• Coordinate with various departments to fulfill guest requests efficiently.
• Maintain detailed records of guest interactions and feedback for quality purposes.
• Assist in organizing special events and recovery measures for VIP guests.
• Deliver concise and professional communication in person, by phone, and online.
• Monitor and ensure cleanliness and functionality of guest areas consistently.
• Train and mentor junior staff on maintaining high guest service standards.
• Participate in department meetings to provide insights and improve strategies.
• Uphold the establishment's reputation by ensuring service excellence at all times.
• Gather and analyze feedback for continuous improvement in guest services.
• Liaise with external vendors to enrich guest experiences and services offered.

Requirements

• Proven experience in guest relations, hospitality, or customer service roles.
• Excellent communication skills, both verbal and written, for diverse audiences.
• Strong problem-solving abilities and a keen attention to detail are required.
• Must be able to manage multiple tasks and work under pressure effectively.
• Proficiency in using hospitality management software and related technologies.
• Flexible working hours, including weekends and holidays, are mandatory.
• A degree in Hospitality Management or related field would be advantageous.