Guest Services Executive (225-818)

The Guest Services Executive is a crucial role in maintaining and enhancing the guest experience within an organization. This role requires an individual who is personable, attentive, and highly organized to manage all aspects of guest services efficiently. The Guest Services Executive serves as the first point of contact for guests, addressing inquiries, resolving issues, and ensuring that each guest's experience is memorable and positive. The ideal candidate will possess excellent communication skills, a strong customer service background, and the ability to handle high-pressure situations gracefully. As a representative of the company's brand, the Guest Services Executive is expected to uphold and promote the company's values and standards consistently.

Responsibilities

• Welcome guests warmly and provide a hospitable first impression at all times.
• Handle guest inquiries professionally through various communication channels, including phone and email.
• Resolve guest complaints promptly and seek to exceed their expectations with a positive outcome.
• Maintain an organized and updated log of guest interactions and resolutions for reference.
• Coordinate with other departments to ensure guests receive seamless service and support.
• Train and mentor junior staff in effective guest service practices and procedures.
• Monitor and manage guest feedback to identify areas of improvement in service delivery.
• Create and foster a welcoming and inclusive environment for all guests and visitors.
• Assist guests with special requests, ensuring their satisfaction and comfort at all times.
• Manage daily check-in/check-out processes with accuracy and efficiency.
• Provide information about hotel amenities, services, and local attractions to guests.
• Proactively anticipate guest needs and address them effectively to enhance their stay.

Requirements

• Bachelor's degree in Hospitality Management or a related field preferred.
• Minimum of two years of experience in guest services or a similar role.
• Excellent verbal and written communication skills required for guest interactions.
• Strong problem-solving skills and the ability to make quick, effective decisions.
• Proficiency in using hotel management software and customer relationship systems.
• Ability to work flexible hours, including evenings and weekends, when needed.
• Demonstrated ability to manage high-pressure situations with a positive attitude.