Guest Relations Executive

East India Hotels (EIH); Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

East India Hotels (EIH) seeks a Guest Relations Executive to warmly welcome guests, manage check-in/out, and anticipate needs to deliver exceptional experiences in a Mumbai hotel.

You will coordinate with Housekeeping, F&B, Engineering, and other departments to fulfill guest requests, maintain profiles, and handle inquiries with professionalism. A 1–3 year background in front office or guest relations and a hospitality degree are preferred.

Qualifications

• Graduate in Hotel Management or Hospitality Management.
• 1–3 years in Front Office or Guest Relations.
• Experience in luxury/upscale hotels preferred.

Responsibilities

• Welcome and escort VIPs, repeat guests, and special-arrival guests.
• Ensure smooth check-in and check-out experiences for guests.
• Handle guest queries, requests, complaints, and feedback promptly and professionally.
• Maintain regular interaction with guests to understand their needs and preferences.
• Coordinate with Housekeeping, Food Beverage, Engineering, and other departments to fulfill guest requirements.
• Monitor guest satisfaction and take proactive measures to enhance the guest experience.
• Assist in managing guest profiles, preferences, and special occasions.
• Conduct courtesy calls and follow-up with guests regarding service quality.
• Ensure lobby presence and maintain professional interactions with guests.
• Handle guest correspondence, emails, and telephone inquiries efficiently.
• Maintain accurate records of guest complaints, service recovery actions, and guest feedback.
• Support loyalty program enrollment and guest recognition initiatives.
• Ensure compliance with hotel standards, policies, and service procedures.

Skills

Excellent communication

Guest service

Interpersonal skills

Professional appearance

Shift flexibility

PMS familiarity

Education

Hotel/Hospitality management degree

Tools

PMS software

Job description

Guest Relations Executive (Front Office)

Position: Guest Relations Executive
Department: Front Office
Location: Hotel Operations
Reports To: Front Office Manager / Duty Manager

Job Summary

The Guest Relations Executive is responsible for delivering exceptional guest experiences by welcoming guests, addressing their needs, handling special requests, and ensuring high levels of guest satisfaction throughout their stay. The role acts as a key liaison between guests and hotel departments to provide personalized and seamless service.

Key Responsibilities

• Welcome and escort VIPs, repeat guests, and special-arrival guests.
• Ensure smooth check-in and check-out experiences for guests.
• Handle guest queries, requests, complaints, and feedback promptly and professionally.
• Maintain regular interaction with guests to understand their needs and preferences.
• Coordinate with Housekeeping, Food Beverage, Engineering, and other departments to fulfill guest requirements.
• Monitor guest satisfaction and take proactive measures to enhance the guest experience.
• Assist in managing guest profiles, preferences, and special occasions.
• Conduct courtesy calls and follow-up with guests regarding service quality.
• Ensure lobby presence and maintain professional interactions with guests.
• Handle guest correspondence, emails, and telephone inquiries efficiently.
• Maintain accurate records of guest complaints, service recovery actions, and guest feedback.
• Support loyalty program enrollment and guest recognition initiatives.
• Ensure compliance with hotel standards, policies, and service procedures.

Requirements

Educational Qualification

• Graduate in Hotel Management, Hospitality Management, or a related field preferred.

Experience

• 1-3 years of experience in Front Office, Guest Relations, or Hospitality Operations.
• Experience in luxury or upscale hotel operations is preferred.

Skills Competencies

• Excellent verbal and written communication skills.
• Strong interpersonal and guest service skills.
• Pleasant personality with a professional appearance.
• Ability to handle guest concerns tactfully and efficiently.
• Good problem-solving and conflict-resolution abilities.
• Proficiency in hotel management systems (PMS).
• Ability to work in shifts, weekends, and holidays.