Guest Relation Executive – Female – Mountain Shadows Resorts Pvt Ltd – Full Job Description

Company: Mountain Shadows Resorts Pvt Ltd
Location: Wayanad, Kerala
Job Type: Full-time
Salary: ₹20,000 – ₹25,000 a month

Job Title: Guest Relations Executive

The Guest Relations Executive is responsible for creating a positive and memorable experience for guests by providing personalized services, addressing inquiries, resolving complaints, and ensuring guest satisfaction. This role involves direct interaction with guests, ensuring their needs are met during their stay at a hotel, resort, or other hospitality establishments.

Key Responsibilities:

• Guest Interaction and Assistance:
• Greet guests upon arrival and check them in efficiently.
• Provide guests with information regarding hotel facilities, services, and amenities.
• Assist with guest requests, such as transportation, restaurant reservations, and tour arrangements.
• Ensure guest preferences and special requests are communicated to relevant departments.
• Personalized Service:
• Anticipate guest needs and personalize their experience based on preferences or past stays.
• Monitor and update guest profiles to ensure preferences are recorded and fulfilled.
• Handle VIP guests with extra care and attention.
• Complaint Resolution:
• Address and resolve guest complaints and concerns promptly and professionally.
• Work with the management and other departments to ensure issues are resolved to the guest’s satisfaction.
• Follow up with guests to ensure they are satisfied with the solutions provided.
• Guest Feedback and Surveys:
• Encourage guests to provide feedback regarding their experience at the property.
• Collect guest reviews and report findings to management for continuous improvement.
• Ensure feedback is acted upon, and necessary changes are implemented to enhance service quality.
• Coordinating with Other Departments:
• Communicate guest requests and requirements to the relevant departments (Housekeeping, Front Desk, Concierge, etc.).
• Work closely with the front desk, concierge, and F&B teams to ensure smooth guest experiences.
• Event Assistance:
• Assist in organizing special events or celebrations for guests, such as birthdays or anniversaries.
• Coordinate with event staff to ensure these events are executed smoothly and exceed guest expectations.
• Administrative and Reporting Duties:
• Maintain accurate records of guest interactions, complaints, and preferences.
• Prepare daily reports for management to track guest satisfaction and any issues.

Qualifications and Skills:

• Education and Experience:
• A degree or diploma in Hotel Management, Hospitality, or a related field.
• 1-3 years of experience in guest relations, front desk, or customer service roles, preferably in the hospitality industry.
• Skills:
• Strong communication and interpersonal skills.
• Problem-solving abilities to handle guest complaints effectively.
• Ability to remain calm and composed in stressful situations.
• Excellent organizational and time-management skills.
• Knowledge of the property and local area to provide helpful recommendations.
• Familiarity with hotel management software and customer service platforms.

Work Conditions:

• Guest-facing role with long hours, including weekends and holidays.
• High-energy, fast-paced environment, especially during peak seasons.
• Occasional physical tasks, such as assisting guests with luggage or arranging special requests.

Performance Indicators:

• Guest satisfaction ratings and feedback.
• Timeliness and efficiency in addressing guest requests and complaints.
• Accuracy in maintaining guest profiles and records.
• Positive reviews and repeat guest visits.

The Guest Relations Executive plays a key role in ensuring that every guest has a memorable and comfortable experience, helping build loyalty and a positive reputation for the property.

Job Type: Full-time
Pay: ₹20,000.00 – ₹25,000.00 per month
Schedule: Rotational shift
Work Location: In person

Speak with the employer +91 9846468178