Guest Service Executive (225-929)

The Guest Service Executive plays a vital role in ensuring hotel guests receive exceptional service from the moment they check in until they depart. This position is the face of the hotel and requires an individual with excellent communication skills, a friendly demeanor, and the ability to handle multiple tasks simultaneously. As a Guest Service Executive, you will be responsible for welcoming guests, addressing their inquiries, resolving any issues, and ensuring a seamless experience. You will collaborate with various departments to enhance guest satisfaction and to ensure that all guests feel valued and appreciated during their stay. This dynamic role demands a proactive, customer-focused professional who can think on their feet and consistently deliver high-quality service.

Responsibilities

• Welcome and greet guests with a warm and friendly attitude.
• Assist with the check-in and check-out processes for all guests.
• Address guest inquiries, requests, and complaints promptly and courteously.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs.
• Provide guests with information about hotel services, local attractions, and amenities.
• Handle reservations, cancellations, and no-shows effectively and efficiently via hotel systems.
• Ensure compliance with hotel policies, procedures, and quality standards at all times.
• Coordinate and manage the day-to-day operations of the front desk team.
• Maintain accurate records of transactions and guest interactions in hotel databases.
• Resolve billing discrepancies and process payments accurately and efficiently.
• Assist in planning and executing guest events and functions when necessary.
• Lead efforts to exceed guest satisfaction and retention goals actively and consistently.

Requirements

• Proven experience in a guest service or customer service role preferred.
• Excellent communication and interpersonal skills are essential for this role.
• Ability to handle difficult situations with a calm and professional demeanor.
• Familiarity with hotel management software and front desk systems advantageous.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Flexibility to work various shifts, including nights, weekends, and holidays.
• High school diploma or equivalent; additional hospitality education is a plus.