Guest Relation Executive

GoL Ventures Pvt Ltd; Ernakulam; On-site; INR 180,000 - 260,000; Full time

Job summary

GoL Ventures Pvt Ltd is seeking a Guest Relations Executive to ensure a warm, memorable experience for guests at our property. You will greet guests, manage check-in/out, and provide information about services and local attractions.

You will coordinate with housekeeping and maintenance, handle reservations and payments, and respond promptly to inquiries and concerns with a professional, customer-centric approach.

Qualifications

• Prior customer-facing experience in hospitality.
• Excellent communication and interpersonal skills.
• Familiarity with hotel management software is a plus.
• Ability to handle stressful situations with composure.

Responsibilities

• Greet guests on arrival with a warm demeanor.
• Manage check-in/check-out with accurate information and documentation.
• Provide excellent service throughout the guest stay.
• Address inquiries, requests and concerns promptly and professionally.
• Coordinate with departments to fulfill guest requests.
• Handle reservations, modifications and cancellations.
• Ensure accurate billing and payments at check-out.
• Suggest local attractions, dining options and services.
• Promote additional services or upgrades to enhance the experience.
• Maintain guest records and logs for continuous improvement.

Skills

Customer facing

Communication

Interpersonal skills

Problem solving

Stress management

Education

Hospitality diploma/degree

Tools

Hotel management software

Job description

As a Guest Relations Executive, your primary responsibility is to ensure a positive and memorable experience for guests at our establishment. You will be the face of our company, providing exceptional customer service and managing guest interactions from arrival to departure.

Responsibilities:

• Greet guests upon arrival with a warm and friendly demeanor.
• Efficiently handle the check-in process, ensuring accurate information and proper documentation.
• Provide excellent customer service to guests throughout their stay.
• Address inquiries, requests, and concerns promptly and professionally.
• Anticipate and exceed guest expectations to enhance their overall experience.
• Effectively communicate information about the hotel's facilities, services, and policies.
• Inform guests about local attractions, events, and dining options.
• Assist guests with room reservations, modifications, and cancellations.
• Ensure accurate handling of bookings and payments.
• Act as a point of contact for guests and coordinate with various departments to fulfill guest requests.
• Handle special requests, such as room preferences, transportation, and special occasion arrangements.
• Address and resolve guest issues and complaints in a timely and satisfactory manner.
• Escalate complex issues to the appropriate management level if necessary.
• Ensure a smooth and efficient check-out process, including accurate billing and payment procedures.
• Collect feedback from guests to continuously improve services.
• Maintain accurate guest records, including personal information and preferences.
• Keep detailed logs of guest interactions and feedback.
• Collaborate with other departments, such as housekeeping and maintenance, to ensure guest needs are met promptly.
• Participate in regular staff meetings and training sessions.
• Promote additional services, amenities, or upgrades to enhance the guest experience.

Qualifications:

• Proven experience in a customer-facing role, preferably in the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Familiarity with hotel management software is a plus.
• Ability to handle stressful situations with grace and maintain a positive attitude.
• Knowledge of local attractions and services is advantageous.
• A diploma or degree in hospitality or a related field is preferred.

Working Conditions:

This role may require flexibility in working hours, including evenings, weekends, and holidays, to accommodate the needs of guests.