Guest Relation Executive

Job Description:

As a Guest Relations Executive at The Oberoi Mumbai and Trident Nariman Point, you will play a key role in ensuring a seamless and exceptional experience for each guest. You will be responsible for managing guest requests, reservations, and assisting with a variety of services while maintaining the highest levels of hospitality.

Key Responsibilities:

1. Guest Engagement and Support:

• Respond to guest queries and follow up to ensure requests are fulfilled to satisfaction, anticipating needs and providing personalized service.
• Take and confirm reservations and cancellations with accuracy and professionalism.
• Provide detailed information regarding property amenities, services, room features, and local areas of interest, ensuring guests feel well-informed about their stay and surroundings.

2. Guest Special Arrangements:

• Respond to guest requests for special services such as spa treatments, transportation, babysitting, business services, or entertainment, by either arranging them directly or contacting the appropriate providers.
• Coordinate special arrangements for guests specific needs, ensuring timely and professional execution.

3. Collaboration & Communication:

• Work closely with management to improve departmental performance, implementing procedures and ideas to enhance guest satisfaction.
• Coordinate with other departments to resolve guest issues and facilitate smooth operations, maintaining a high level of communication.

4. Operational Excellence:

• Assign work tasks within the team, ensuring that they are completed on time, meeting the appropriate quality standards.
• Follow company policies and procedures, ensuring your personal appearance and uniform are consistently professional and in line with Oberoi’s high standards.
• Maintain confidentiality of proprietary information and ensure the security and privacy of guests and coworkers.

5. Guest Interaction & Service Standards:

• Welcome and acknowledge all guests, ensuring a warm and professional first impression. Anticipate service needs, offer assistance to individuals with disabilities, and thank guests with genuine appreciation.
• Maintain a professional tone in communication, including speaking with others using clear and courteous language and answering the telephone with appropriate etiquette.

6. Team Collaboration & Quality Standards:

• Develop and maintain positive working relationships with colleagues, contributing to the achievement of common team goals.
• Proactively identify areas for improvement, recommending and implementing methods to increase efficiency, quality, and cost-savings.

Preferred Qualifications:

• Education: A degree in hospitality or a related field is mandatory.
• Experience: Minimum 4-5 years of related work experience in guest services or hospitality.
• Supervisory Experience: A minimum of 1-2 years of supervisory experience in a similar capacity.