Guest Relation Executive_Female candidates Only

Job description

Key Responsibilities:

• Guest Service Management :
• Greet and welcome guests upon arrival in a friendly and professional manner.
• Ensure that guests have a smooth check-in and check-out process.
• Address any guest queries, requests, or concerns in a timely and professional manner.
• Anticipate guest needs and provide personalized services.
• Problem Resolution :
• Resolve guest complaints or concerns promptly, escalating issues as necessary to management.
• Proactively manage difficult situations and offer appropriate solutions to enhance guest satisfaction.
• Guest Feedback and Communication :
• Collect guest feedback through surveys, comments, or informal conversations, and report findings to management.
• Communicate guest feedback and concerns to relevant departments to ensure issues are addressed.
• Follow up with guests post-departure to ensure continued satisfaction and encourage repeat visits.
• VIP and Special Guest Handling :
• Manage VIP guests and ensure they receive premium services and experiences.
• Ensure that special guest requests (e.g., birthdays, anniversaries, special occasions) are arranged and executed flawlessly.
• Collaboration with Other Departments :
• Liaise with the front desk, housekeeping, food and beverage, and other departments to ensure seamless service delivery.
• Assist in the coordination of guest arrangements such as transportation, restaurant reservations, and event planning.
• Guest Database Management :
• Maintain accurate records of guest preferences, special requests, and feedback in the property management system (PMS).
• Use guest information to enhance personalized service during future visits.
• Promotions and Upselling :
• Promote hotel services, facilities, and special packages to guests.
• Upsell additional services or amenities, such as spa treatments, dining options, or room upgrades.
• Administrative Duties :
• Maintain accurate and up-to-date guest logs, correspondence, and reports.
• Assist with guest-related inquiries over the phone, email, or in-person.
• Assist with the preparation of departmental reports and daily logs.