Guest Relation Executive

The House of Abhinandan Lodha; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

The House of Abhinandan Lodha in Mumbai seeks a Guest Experience & Service professional to welcome guests, assist during check-in/check-out, and provide personalized services to VIPs and repeat guests.

You will inform guests about resort facilities and local attractions, anticipate needs, coordinate with Housekeeping, F&B, Maintenance, Spa, and other departments, manage guest feedback, and assist with special arrangements and room setups.

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.