Guest Experience Executive/ Sr Associate

Rosetta Hospitality; Varca; On-site; INR 250,000 - 420,000; Full time

Job summary

Rosetta Hospitality in Varca, Goa is seeking a Guest Experience Executive/Sr Associate to deliver exceptional guest service, welcome guests, manage luggage, and coordinate with departments to ensure smooth operations.

You will maintain up-to-date knowledge of resort services, assist VIP guests, answer inquiries, handle complaints, and uphold brand standards while working as part of a team during peak periods.

Responsibilities

• Welcomes guests on arrival and assists with their luggage
• Maintains knowledge of resort services and VIP guests
• Answers guests inquiries and handles complaints
• Projects a professional hospitality image and facilitates smooth shift handovers
• Ensures courteous interactions with guests and colleagues at all times
• Upholds brand standards and helps manage front desk operations

Skills

Guest service

Communication

Teamwork

Hospitality knowledge

Job description

Guest Experience Executive/ Sr Associate

3-4

Elements by Rosetta, Varca , Goa

Full-Time

General Responsibilities:

• 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 inquiries, 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 resort’s 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 resort procedure and policy.