Guest Relation Executive

The House of Abhinandan Lodha; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

The House of Abhinandan Lodha in Gurugram is seeking a Guest Experience & Service professional to welcome guests during check-in and check-out, and to provide personalized services for VIPs and repeat guests. You will inform guests about resort facilities and local attractions, and anticipate needs to exceed expectations.

You will work with Front Office and other departments to fulfill requests, handle feedback, and coordinate VIP arrivals and special events, including welcome amenities and

Responsibilities

• 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
• 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
• 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
• 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

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.