Guest Relations Executive (225-620)

A Guest Relations Executive plays a pivotal role in ensuring the satisfaction and delight of guests from the moment they arrive at an establishment. Tasked with providing high-quality customer service, the Guest Relations Executive serves as a bridge between the guests and the hotel or resort's management, ensuring all their needs and concerns are promptly addressed. This role demands strong interpersonal skills, a professional demeanor, and the ability to handle situations tactfully. As the face of the company, the Guest Relations Executive is responsible for creating a welcoming and hospitable environment, thus enhancing the guest's overall experience and encouraging loyalty and repeat visits.

Responsibilities

• Greet and welcome guests upon arrival with a warm and friendly demeanor.
• Manage guest check-in and check-out processes efficiently and courteously.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Coordinate with various departments to meet guest requirements and ensure satisfaction.
• Maintain comprehensive knowledge of all hotel services, promotions, and amenities.
• Develop and maintain positive relationships with guests to enhance loyalty and repeat business.
• Manage guest feedback and suggestion mechanisms to improve service quality.
• Assist guests with transportation arrangements and dining reservations when needed.
• Prepare guest bills and ensure accurate transaction processing during check-out.
• Conduct guest satisfaction surveys and report insights to management for improvements.
• Organize special events and services for VIP guests and special occasions.
• Ensure compliance with health and safety regulations in all guest interactions.

Requirements

• Bachelor’s degree in hospitality management or a related field preferred.
• Proven experience in a customer service or guest relations role.
• Excellent communication and interpersonal skills with a friendly demeanor.
• Strong organizational skills with the ability to multitask effectively.
• Proficiency in hotel management software and computer systems.
• Ability to handle challenging situations with tact and professionalism.
• Flexibility to work various shifts, including evenings, weekends, and holidays.