Guest Relations Associate

Ennismore; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

A distinguished hotel group in Mumbai is seeking a Front Office Operation professional to assist guests with check-in and checkout procedures. The role includes managing guest requests, ensuring excellent customer service, and maintaining guest history records. Ideal candidates will possess strong interpersonal skills and be vigilant regarding guest privacy and security. This position offers a dynamic work environment in a vibrant hospitality setting.

Responsibilities

• Assist guests with check in and checkout, as well as other cashiering duties.
• Welcome guests on arrival and issue room keys according to standards.
• Handle guests’ complaints and comments tactfully and efficiently.
• Handle guests’ complaints and comments tactfully and efficiently
• Maintain privacy and confidentiality of all guests' details
• Be vigilant with in-house credit matters and report discrepancies

Job description

Morgans Originals are original hotels with original stories. We stand for vibrancy, intrigue and iconic details, celebrating the feeling of an infinite Friday night, when anything can happen, no matter what day of the week it is. By balancing a refined outlook with the best lifestyle programming, we capture the excitement of being in-the-know -- connecting people to the city, the culture and the moment.

Job Description

Front Office Operation

• Assist guests with check in and checkout, as well as other cashiering duties
• Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary
• Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
• Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
• Liaise closely with other relevant departments to ensure that guests requests and needs are met
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
• Handle guests’ complaints and comments tactfully and efficiently
• Handling guests’ mails, messages, and answering of phone calls
• Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
• Be vigilant in regard to in-house credit matters and act upon any discrepancies
• Alert Security or Duty Manager of suspicious looking person(s) / articles

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be fully conversant with hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel