Job Description:

The Guest Relations Executive is responsible for ensuring exceptional customer service for all guests, handling inquiries, complaints, and special requests to enhance guest satisfaction and loyalty. This role involves proactive guest engagement, problem-solving, and close coordination with other departments to maintain a seamless guest experience.

Responsibilities and Duties:

Guest Engagement & Support: Greet guests upon arrival and engage in friendly, professional conversation. Provide information on hotel services, facilities, and local attractions. Respond to guest inquiries via phone, email, or in person, providing timely and accurate information. Complaint Resolution: Address and resolve guest complaints promptly and professionally. Log complaints, suggestions, and issues in the system, ensuring they are followed up with the necessary department. Communicate and escalate unresolved issues to higher management as required. Coordination & Service Delivery: Coordinate with housekeeping, front desk, and other departments to fulfill guest requests efficiently. Facilitate special arrangements for VIP guests or guests celebrating special occasions, such as anniversaries or birthdays. Ensure guest amenities, such as welcome gifts, are arranged according to hotel standards. Quality Assurance & Reporting: Collect guest feedback through surveys or direct communication to identify areas for improvement. Prepare daily, weekly, and monthly reports on guest satisfaction, feedback, and complaints for management review. Recommend process improvements based on guest feedback and trends. Relationship Building: Foster long-term relationships with guests by remembering personal preferences and past stays. Encourage guests to join loyalty programs and assist with any inquiries related to memberships. Build rapport with repeat guests, aiming to enhance loyalty and encourage future visits. Special Requests & Arrangements: Manage reservations, bookings, and confirmations for guests as needed. Organize transportation, tours, and other services upon guest request. Facilitate concierge services, such as dining reservations and recommendations for local events.

Required Experience, Skills and Qualifications:

Bachelor’s degree in Hospitality, Tourism, or a related field preferred. Prior experience in customer service or guest relations, ideally within the hospitality industry. Strong interpersonal and communication skills. Problem-solving abilities with a proactive approach to addressing guest needs. Proficient in hotel management software and Microsoft Office. Multilingual abilities are a plus. Key Attributes: Friendly and approachable personality Patience and resilience in handling guest complaints Attention to detail and commitment to high service standards Ability to multitask and work efficiently in a fast-paced environment