Guest Relation Executive

The House of Abhinandan Lodha; Hyderabad; On-site; INR 250,000 - 350,000; Full time

Job summary

The House of Abhinandan Lodha is seeking a proactive Guest Experience professional to elevate service across check-in, VIP arrangements, and daily operations. You will coordinate with Housekeeping, F&B, Maintenance, and Spa to fulfill guest requests and ensure memorable stays.

Responsibilities include managing VIP arrivals, maintaining guest profiles, handling feedback, and monitoring reviews to uphold resort standards and SOPs.

Qualifications

• Welcome and assist guests during check-in and check-out.
• Provide personalized services to VIPs and repeat guests.
• Inform guests 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 to fulfill guest requests.
• Maintain strong communication with Front Office team.
• Manage VIP arrivals and special events.
• 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.
• Ensure compliance with resort policies and SOPs.

Responsibilities

• Welcome and assist guests during check-in and check-out.
• Provide personalized services to VIPs and repeat guests.
• Inform guests 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 to fulfill guest requests.
• Maintain strong communication with Front Office team.
• Manage VIP arrivals and special events.
• 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.
• 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.