Guest Relations Executive

We pride ourselves on our commitment to excellence, attention to detail, and passion for hospitality. We are looking for a dynamic and customer-focused Guest Relations Executive to join our team and help us maintain our high standards of guest satisfaction.

Job Summary:
The Guest Relations Executive will be the primary point of contact for all guest inquiries, concerns, and requests. This role requires a proactive and personable individual who can ensure that every guest feels valued and well-cared for throughout their interaction with our company. The ideal candidate will have excellent communication skills, a strong sense of empathy, and the ability to resolve issues efficiently and professionally.

Key Responsibilities:

Guest Interaction:

Greet guests warmly and ensure a positive first impression.

Address guest inquiries, complaints, and requests promptly and professionally.

Provide detailed information about services, amenities, and local attractions.

Problem Resolution:

Handle and resolve guest issues and complaints with a sense of urgency and empathy.

Escalate complex issues to the appropriate department or manager when necessary.

Follow up with guests to ensure their concerns have been resolved to their satisfaction.

Administrative Duties:

Maintain accurate records of guest interactions and transactions.

Prepare and distribute daily reports on guest feedback and incidents.

Assist in the coordination of special requests, such as room preferences, event bookings, and transportation arrangements.

Team Collaboration:

Work closely with other departments (e.g., housekeeping, front desk, food and beverage) to ensure seamless guest experiences.

Participate in regular team meetings to discuss guest feedback and service improvements.

Customer Service Excellence:

Continuously seek ways to improve guest satisfaction and loyalty.

Implement and uphold company standards for service quality and guest relations.

Provide personalized service to VIP guests and repeat customers.

Qualifications:

Education:

Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred.

Experience:

Minimum of 2-3 years of experience in a guest relations or customer service role, preferably in the hospitality industry.

Skills:

Exceptional interpersonal and communication skills.

Strong problem-solving abilities and a proactive approach to guest service.

Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite.

Ability to remain calm and professional under pressure.

Multilingual abilities are a plus.

Personal Attributes:

Friendly, approachable, and empathetic demeanor.

High level of attention to detail and organizational skills.

Strong sense of responsibility and accountability.

Passion for delivering outstanding customer service.

Working Conditions:

This position may require working evenings, weekends, and holidays.

The role may involve standing for extended periods and occasional lifting of light objects.

How to Apply:
Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience