Guest Relation Executive

Job Summary.

The Guest Relation Executive acts as the primary point of contact for guests, welcoming them with warmth and professionalism and ensuring their needs are met throughout their stay.

This position focuses on guest satisfaction, building relationships, and creating a positive impression of the hotel..

Key Responsibilities.

Guest Welcome & Check-in/Check-out:.

Greet and welcome guests with a friendly and accommodating attitude..

Facilitate smooth check-in and check-out processes while maintaining accurate records..

Offer personalized services and room tours when necessary..

Customer Service & Interaction.

Actively listen and respond to guest inquiries and requests in a timely and efficient manner..

Address guest concerns, complaints, or issues with professionalism, empathy, and prompt resolution..

Maintain positive interactions and engage with guests to enhance their overall experience..

Communication & Coordination.

Communicate guest preferences and special requests to relevant departments (e.g., housekeeping, room service, or maintenance)..

Coordinate with other hotel departments to ensure seamless guest service..

Assist with reservation management, including changes and special requests..

Administrative Duties.

Maintain guest records and profiles in the hotels system, ensuring accuracy and confidentiality..

Prepare reports related to guest feedback, inquiries, and special requirements..

Handle and process guest billing and payment transactions accurately..

Promoting Hotel Services.

Inform guests about hotel facilities, services, and upcoming events..

Suggest and promote hotel packages, dining options, and tours to enhance guest satisfaction and revenue..

Problem Solving & Feedback.

Handle guest complaints or issues with diplomacy, maintaining a calm and professional demeanor..

Gather and record guest feedback to help identify areas for improvement in service..

Propose solutions or escalate issues when appropriate for quick resolution..

VIP Guest Services.

Provide tailored attention to VIP guests and loyal patrons, ensuring their stay is exceptional..

Monitor VIP guest requirements and coordinate personalized services..

Team Collaboration.

Work closely with team members to maintain a cohesive and cooperative working environment..

Participate in departmental meetings and contribute ideas for service improvements..