Guest Relations Executive

The Indian Hotels Company Limited (IHCL); Chennai District; On-site; INR 400,000 - 700,000; Full time

Job summary

IHCL in Chennai seeks a Guest Relations Manager to ensure guest satisfaction and deliver exceptional service by coordinating with departments, handling VIP arrivals, and guiding front desk operations.

You will collect guest preferences, prepare daily reports, monitor stay experiences, and uphold IHCL safety and hygiene standards while maintaining grooming and service excellence.

Qualifications

• Degree in Hospitality Management.
• Experience in guest relations and hotel operations.
• Ability to coordinate across departments to deliver seamless service.

Responsibilities

• Assist Guest Relations Manager in coordinating with various departments to ensure personalized, prompt and flawless service.
• Handle guest complaints efficiently and anticipate VIP guest needs.
• Prepare daily reports circulated to HODs and operations teams.
• Feed guest preferences into the system at check-in and ensure accurate room allocations.
• Support front desk operations including reception, cashiers and duty managers while upholding IHCL standards.

Skills

Process Excellence

Result Orientation

Collaborative Engagement

Growth Mindset

Guest Centricity

Personal Effectiveness

Education

Degree in Hospitality Management

Job description

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asias largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

Job Objective

To ensure guest satisfaction and create customer delight through seamless and extraordinary service, which is provided to the guest by following the procedures laid down as per the standards.

Areas of Responsibility

Financials

• Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.
• Assists the Guest Relations Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.
• Monitors the business of competition hotels in terms of new accounts and rates.

Process

• Conduct show-arounds for in-house as well as external / prospective guests on request of the duty manager.
• Handling guest complaints and concerns in an efficient and timely manner and Overseeing VIP guests, arrivals and departures.
• Collect preferences at the time of check-in and feed the same into the system.
• Assist the reception, cashiers and duty managers with front desk operations.
• Follow the First timer Process by welcoming the guest with Indian Traditional welcome (Arti, Tika and Garland), Complete Check In formalities and familiarize the guest with the room for a first-time guest.
• Prepare daily reports that are circulated to all the HODs and all operations departments.
• Check on VIP reservations, complete their pre-registration formalities.
• Allocate rooms as pert preferences to all arriving guests.
• Maintain up-to date information on room rates, current promotions, offers and packages.
• Follow the house rules and policies laid down by the management.
• Adhere to strict staff grooming and hygiene standards.
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Ensure we plan guest engagements with guest segments like- Children, Long stayers, Couples, Single ladies, single travellers and create memorable moments

Customer

• Actively seeks information to understand and address guests needs.
• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Guest Relations Manager.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

People

• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Ensures that regular on-going communication is taking place with associates to create awareness of business objectives.
• Communicates expectations, recognizes performance, and produces desired results with associates within the department.

Audit And Compliance

• Asssists Guest Relations Manager in reviewing audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance.
• Conducts the internal audit checklists as per the IHCL Safety Guidelines.

Safety

• Assists Guest Relations Manager in identifying risks and develop HIRA (Hazard Identification and Risk Assessment).
• Assists Guests Relations Manager in adhering to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity).

Required Qualifications

• Degree in Hospitality Management.

Work Experience

• At least 1 year of relevant experience at a managerial position or 3 years of relevant experience at a supervisory level.

Behavioural Competencies

• Process Excellence
• Result Orientation
• Collaborative Engagement
• Change Championship
• Growth Mindset
• Guest Centricity
• Personal Effectiveness

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.