Guest Relations Executive

This role is for one of Weekday’s clients
Salary range: Rs 216000 - Rs 240000 (ie INR 2.16-2.4 LPA)
Min Experience: 1 year
Location: Gurugram
JobType: full-time

About the Role

We are seeking a friendly, professional, and customer-focused Guest Relations Executive to join our team in the hospitality industry. As the face of our establishment, you will be the first point of contact for our guests, playing a crucial role in shaping their overall experience. Your ability to communicate clearly, resolve queries effectively, and provide a welcoming atmosphere will directly impact guest satisfaction and loyalty.

The ideal candidate should have prior experience in a hotel, restaurant, or related customer-facing role, and be passionate about delivering memorable service. If you enjoy working in a dynamic environment where no two days are the same, this role is for you.

Key Responsibilities

• Guest Reception and Welcome:
  Warmly welcome guests upon arrival, manage the check-in and check-out processes efficiently, and ensure all formalities are completed accurately and promptly.
• Guest Assistance:
  Respond to guest inquiries and concerns with professionalism and courtesy. Offer accurate information about hotel amenities, local attractions, dining options, and services.
• Complaint Resolution:
  Handle guest complaints or service issues calmly and effectively, taking the initiative to resolve problems or escalate them when necessary to the appropriate department.
• Coordination and Communication:
  Collaborate with housekeeping, front office, concierge, and other departments to ensure guests’ requests and preferences are met in a timely and coordinated manner.
• Reservations and Bookings:
  Assist guests with room reservations, restaurant bookings, and special requests. Maintain updated knowledge of room availability and current promotions.
• Professional Conduct:
  Maintain a polished and professional appearance at all times. Communicate clearly and courteously, both in person and over the phone.
• Feedback Collection:
  Engage with guests to collect feedback and suggestions, and share relevant insights with the management to help improve services and guest satisfaction.
• Administrative Support:
  Assist with daily reports, maintaining guest records, updating checklists, and supporting the front desk team with various administrative tasks.

Required Skills and Qualifications

• Education: Graduate in Hospitality Management, Hotel Administration, or a related field is preferred but not mandatory.
• Experience: Minimum of 1 year in a guest relations, front desk, or hospitality customer service role.
• Communication Skills: Excellent verbal and written communication skills in English (additional languages are a plus). Ability to listen actively and respond effectively.
• Interpersonal Skills: Warm, approachable, and service-oriented personality with the ability to handle guests from diverse backgrounds.
• Technology: Familiarity with property management systems (PMS), booking platforms, and MS Office tools.
• Problem-Solving: Ability to stay calm under pressure and think on your feet to resolve guest issues quickly.
• Appearance: Presentable, punctual, and courteous demeanor that reflects the brand values.