Guest Services Executive 24N25

As a Guest Services Executive, your role will be pivotal in ensuring that every guest has a memorable experience during their stay. You will act as the primary point of contact for guests, addressing their inquiries, resolving complaints, and delivering exceptional service throughout their visit. You will interact with diverse clientele, ensuring that their needs are met with the utmost professionalism and efficiency. This role demands excellent communication skills, patience, and a passion for delivering superior customer service. You will be expected to have an in-depth knowledge of our services and facilities, and be able to provide detailed information, make recommendations, and facilitate special requests to enhance the guest experience.

Responsibilities

• Welcome guests in a warm, friendly, and professional manner from the moment of arrival.
• Handle check-in and check-out processes efficiently, ensuring guest satisfaction.
• Manage guest accounts, including billing processes, accurately and confidentially.
• Respond promptly to guest inquiries, both in person and via telephone or email.
• Resolve guest complaints and proactively address potential issues before they escalate.
• Liaise with housekeeping and maintenance to ensure guest accommodation is at its best.
• Coordinate guest services like transportation, recreational activities, and restaurant reservations.
• Provide guests with detailed information about on-site amenities and local attractions.
• Monitor guest feedback and work with the management team to improve services.
• Maintain accurate records and ensure data integrity in guest profiles.
• Assist in developing and updating guest services procedures and policies as needed.
• Collaborate with other departments to ensure a seamless guest experience at all times.

Requirements

• Proven experience in a customer service or guest relations role is preferred.
• Exceptional communication skills, both written and verbal, are essential.
• The ability to manage multiple tasks while maintaining attention to detail.
• Proficiency in using reservation and billing software systems is desirable.
• A friendly, outgoing personality with a genuine passion for guest service.
• Must be able to work flexible hours, including evenings, weekends, and holidays.
• High school diploma or equivalent; hospitality or tourism degree is an advantage.