Guest Experience Executive

Rosetta Hospitality; Goa; On-site; INR 240,000 - 360,000; Full time

Job summary

Rosetta Hospitality in Goa, India, is seeking a Bell Desk professional to welcome guests, assist with luggage and usher guests to rooms and public areas, while maintaining front office cleanliness and safety.

The role emphasizes guest privacy, proactive service, handling inquiries, coordinating with resort staff, emergencies, and ensuring RENARD audit score goals and smooth night audit operations.

Responsibilities

• Welcome guests on arrival and assist with their luggage
• Ushers guests to rooms and public areas
• Maintain front office cleanliness and safety
• Answer guests' inquiries and handle complaints
• Respect guest privacy and protect confidential information
• Be aware of resort services, VIPs and events
• Coordinate with staff for effective shift hand-overs and rapport with team

Job description

• Demonstrates pride in the workplace with a high level of commitment towards achieving organizational objectives
• Consistently treats all Guests and colleagues in a polite, helpful and courteous manner
• Have in-depth knowledge of our product and competitors
• Communicate well to ensure effective shift hand-overs
• Actively participate in organized meetings
• Interact with department and resort staff professionally and positively to foster good rapport, promote team spirit and ensure effective two-way communication

Specific Responsibilities:

• Comply with Company brand standards at all times
• Welcome guests on arrival and assist with their luggage
• Maintain frequent contact with regular guests and visitors
• Checks on registration cards of arriving guests and ensures all information is filled on each card by guests
• Park guests’ cars on the resort premises, as and when required
• Provide valet service to guests, as required
• Ensure the cleanliness and safety of all resort’s vehicles
• Keep up to date on all resort services as well as VIPs and special events
• Aware of all arrivals and departures of Rosetta Club Members, FIT, groups and especially VIP guests and special attention guests.
• Answers guests inquires, handles complaints and attends to the needs of the guests
• Be knowledgeable about external locations, attractions, and landmarks in the vicinity
• Project a professional manner with an emphasis on hospitality and guest service
• Effectively ushering guests to rooms and public areas as and when required
• Cleaning/Dusting/Sweeping/Polishing of Front Office areas and Equipment
• Looking into valet parking and protecting the vehicle keys until they are claimed by respective guests
• Maintaining all Registers/Documents relevant to Bell Desk
• Delivering Messages/Newspapers to guest rooms
• Responsible for achieving a score of 90% in RENARD audit for Bell Desk operations and take necessary action for the shortcomings for standard compliance
• Environmental Policies, Social Policies in order to communicate and ensure the same procedures are carried out
• Have complete knowledge of the resorts fire, life and safety system.
• Assist guests with all calls and resort queries.
• Calls guests by name whenever possible.
• Abides by the principles of guest privacy.
• Handles guest’s needs or requests and reports.
• Ability to perform effectively when there are pressure peaks
• Strong working relationships
• Is trained to handle emergencies like fire, bomb threat, and flood, etc.
• Ensure night audit systems are administrated efficiently and correctly according to resorts procedure and policy.