Guest Relations Executive

ITC Hotels Limited; Ahmedabad; On-site; INR 250,000 - 420,000; Full time

Job summary

ITC Hotels Limited in Mumbai is seeking a Guest Relations Executive to welcome guests, handle check-in/check-out, and ensure a courteous reception experience. You will coordinate with housekeeping and other departments to provide information about hotel services, amenities, and local attractions.

This role requires strong guest relations, excellent communication, and basic sales skills to upsell rooms and services.

Qualifications

• Strong Guest Relations and Customer Service skills.
• Excellent Communication skills, including clear verbal and written interaction.
• Experience with Receptionist Duties, such as front desk operations, check-in/check-out, and reservations handling.
• Basic Sales skills to promote hotel services and offers.
• Prior experience in hospitality or front office roles preferred.
• Proficiency with hotel management or reservation systems and standard office software.
• Professional appearance and strong interpersonal skills.
• Diploma or degree in Hospitality Management is preferred.
• Ability to work flexible shifts, including weekends and holidays.

Responsibilities

• Welcome guests upon arrival, manage check-in and check-out processes, and ensure a smooth and courteous experience at the reception desk.
• Handle guest inquiries and requests, resolve concerns promptly, coordinate with housekeeping and other departments.
• Provide information about hotel services, amenities, and local attractions.
• Assist with reservations, upsell rooms and services where appropriate, and support basic sales initiatives.
• Maintain accurate guest records in line with hotel policies and standards.

Skills

Guest Relations

Customer Service

Communication

Receptionist Duties

Sales

Hospitality Experience

Hotel Management Systems

MS Office

Education

Diploma or degree in Hospitality Management

Tools

Hotel Management Software

MS Office

Job description

Company Description

ITC Hotels Limited, established in 1975, is one of India’s leading hospitality groups, with over 150 hotels across more than 90 destinations. The group combines India’s tradition of warm hospitality with globally benchmarked services, offering distinctive hotels and resorts that reflect the culture and character of each location. ITC Hotels operates seven brands across multiple segments, including ITC Hotels and Mementos in luxury, Epiq Collection and Welcomhotel in premium, Storii in boutique premium, Fortune in midscale, and WelcomHeritage in heritage leisure. Team members join a diverse, growth-oriented organization committed to service excellence and guest-centric experiences.

Role Description

This is a full-time, on-site Guest Relations Executive role based in Mumbai. The Guest Relations Executive will welcome guests upon arrival, manage check-in and check-out processes, and ensure a smooth and courteous experience at the reception desk. The role involves handling guest inquiries and requests, resolving concerns promptly, coordinating with housekeeping and other departments, and providing information about hotel services, amenities, and local attractions. The Guest Relations Executive will also assist with reservations, upsell rooms and services where appropriate, support basic sales initiatives, and maintain accurate guest records in line with hotel policies and standards.

Qualifications

• Strong Guest Relations and Customer Service skills, with a focus on creating positive, memorable experiences.
• Excellent Communication skills, including clear verbal and written interaction with guests and colleagues.
• Experience with Receptionist Duties, such as front desk operations, check-in/check-out, and reservations handling.
• Basic Sales skills, including the ability to promote hotel services, amenities, and special offers.
• Prior experience in hospitality or front office roles preferred; hotel environment experience is an advantage.
• Proficiency with hotel management or reservation systems and standard office software is beneficial.
• Professional appearance, strong interpersonal skills, and the ability to remain calm under pressure.
• Diploma or degree in Hospitality Management or a related field is preferred, but equivalent experience will be considered.
• Ability to work flexible shifts, including weekends and holidays, as required by hotel operations.