Guest Experience Executive

InterContinental Hotels Group (India) Pvt. Ltd is looking for Guest Experience Executive to join our dynamic team and embark on a rewarding career journey. Guest Relations : Greet and interact with guests, ensuring a warm and welcoming atmosphere and addressing any inquiries or concerns they may have. Staff Supervision : Supervise and train front-line staff, such as front desk personnel, concierge, and service staff, to provide excellent guest service. Problem Resolution : Handle guest complaints or issues, resolve conflicts, and escalate more significant problems to management as needed. Check-In and Check-Out : Oversee the check-in and check-out process, ensuring efficiency and accuracy. Concierge Services : Coordinate and provide concierge services, including assisting with reservations, transportation, and recommendations for local attractions. Special Requests : Ensure that special requests or accommodations for guests, such as room preferences, dietary restrictions, or celebratory occasions, are met. Guest Feedback : Collect and record guest feedback and reviews to identify areas for improvement and opportunities to enhance the guest experience. Quality Assurance : Monitor service quality and standards to ensure they align with the establishment's policies and guest expectations. Training and Development : Provide ongoing training and development for staff to enhance their customer service skills and knowledge. Shift Management : Oversee and manage daily operations and staffing during shifts to ensure a seamless guest experience. Emergency Response : Be prepared to respond to emergency situations or guest emergencies, coordinating with appropriate personnel and authorities as necessary. Sales and Upselling : Promote and upsell additional services, amenities, and offers to enhance the guest experience and increase revenue. Skills and Qualifications : Customer Service : Strong customer service skills, including the ability to listen to and address guest needs and concerns. Leadership : Supervisory and leadership skills to manage and motivate a team effectively. Communication : Excellent communication skills, both verbal and written, to interact with guests and staff. Problem-Solving : Effective problem-solving and conflict resolution abilities to handle guest issues professionally. Attention to Detail : A keen eye for detail to ensure that guest requests and reservations are accurate and fulfilled. Adaptability : Flexibility to handle changing guest needs and situations. Computer Skills : Proficiency in using reservation and property management systems.