Guest Relation Executive

The House of Abhinandan Lodha; Delhi; On-site; INR 350,000 - 500,000; Full time

Job summary

The House of Abhinandan Lodha is looking for a Guest Experience & Service professional to warmly welcome guests, assist at check-in and check-out, and tailor services for VIPs and repeat visitors.

You will collaborate with Housekeeping, F&B, Maintenance, Spa, and Front Office to fulfill guest requests, monitor feedback, and respond to online reviews while upholding resort policies and SOPs.

Qualifications

• Guest service mindset and hospitality flair.
• Strong communication and interpersonal skills.
• Ability to work in a high-volume resort environment.

Responsibilities

• Welcome guests during check-in and check-out and provide personalized service.
• Handle guest feedback and service recovery professionally, coordinating with other departments.
• Manage VIP arrivals, special arrangements and guest preferences in the system.
• Maintain guest history records, prepare reports and monitor reviews.

Job description

1. Guest Experience & Service

• Welcome and assist guests during check-in and check-out.
  
• Provide personalized services to VIPs and repeat guests.
  
• Ensure guests are informed about resort facilities, services, and local attractions.
  
• Anticipate guest needs and exceed expectations.
  

2. Guest Relations & Communication

• Handle guest feedback, complaints, and service recovery professionally.
  
• Maintain regular contact with in-house guests to ensure satisfaction.
  
• Coordinate with departments (Housekeeping, F&B, Maintenance, Spa, etc.) to fulfill guest requests.
  
• Maintain strong communication with the Front Office team.
  

3. VIP & Special Arrangements

• Manage VIP arrivals and special events (anniversaries, birthdays, honeymoons).
  
• Coordinate welcome amenities and special room setups.
  
• Maintain VIP guest profiles and preferences in the system.
  

4. Administrative Duties

• Maintain guest history records and feedback logs.
  
• Prepare daily reports on guest feedback and service issues.
  
• Monitor online reviews and respond appropriately (as assigned).
  
• Ensure compliance with resort policies and SOPs.