Hotel Guest Relations Executive

Job Summary: The Guest Relations Executive is responsible for delivering exceptional guest service experiences by managing guest inquiries, resolving issues, and ensuring overall guest satisfaction. They serve as a key point of contact for guests and play a crucial role in maintaining the hotel's reputation for hospitality and quality service.

Responsibilities:

Guest Interaction:

• Assist with check-in and check-out procedures, ensuring smooth transitions.
• Handle guest inquiries and requests promptly and courteously.
• Maintain knowledge of room rates, types, and amenities available to guests.
• Provide guests with information about hotel services, facilities, and local attractions.

Problem Resolution:

• Address and resolve guest complaints or issues efficiently and professionally.
• Escalate complex issues to management when necessary and follow up on resolutions.
• Maintain composure and professionalism in high-pressure situations.

Guest Experience Enhancement:

• Monitor guest feedback and proactively seek opportunities to enhance the guest experience.
• Offer personalized recommendations for dining, entertainment, and other experiences.
• Coordinate with other departments to meet guest needs and preferences.

Administrative Duties:

• Keep accurate records of guest interactions and transactions.
• Assist with updating guest profiles and preferences in the hotel management system.
• Maintain guest confidentiality and adhere to privacy policies.

Additional Responsibilities:

• Assist with special events or guest activities as needed.
• Help train and support junior staff in guest relations and customer service skills.
• Participate in meetings and contribute to guest service improvement initiatives.

Qualifications:

• Bachelor’s degree in Hospitality Management or Hotel experience
• Previous experience in guest relations, customer service, or hospitality preferred.
• Strong interpersonal and communication skills.
• Ability to multitask and work well under pressure.
• Proficiency with hotel management software and MS Office Suite.
• Fluent in English (additional languages are a plus).
• Positive attitude, professional demeanor, and strong work ethic.

Working Conditions:

• The role may require working flexible hours, including evenings, weekends, and holidays.