Senior Executive - Guest Relations

As a Senior Executive in Guest Relations, you will play a pivotal role in ensuring a positive and memorable experience for guests. Your responsibilities include managing guest interactions, addressing inquiries and concerns, and coordinating services to enhance guest satisfaction. This role requires strong interpersonal skills, attention to detail, and a commitment to delivering exceptional customer service.
Key Responsibilities:
Guest Interaction:
Greet and welcome guests in a friendly and professional manner.
Engage with guests to understand their needs and preferences.
Inquiry Handling:
Respond to guest inquiries through various channels, including in-person, phone, and email.
Provide accurate information about services, facilities, and policies.
Issue Resolution:
Address and resolve guest concerns or complaints promptly and effectively.
Collaborate with relevant departments to ensure quick resolution.
Coordination of Services:
Coordinate special requests, amenities, and services for guests.
Liaise with other departments to fulfill guest needs, such as room preferences or event arrangements.
Check-In and Check-Out:
Facilitate the check-in and check-out processes efficiently.
Ensure accurate billing and payment procedures.
Guest Feedback:
Collect and analyze guest feedback to identify areas for improvement.
Implement measures to enhance overall guest satisfaction.
VIP Guest Handling:
Provide personalized services to VIP guests, including special arrangements and amenities.
Anticipate and fulfill the unique needs of VIP guests.
Promotions and Packages:
Promote and upsell hotel amenities, packages, and loyalty programs.
Provide information about current promotions and discounts.
Event Coordination:
Assist in coordinating events, conferences, and special occasions for guests.
Ensure seamless execution and guest satisfaction during events.
Training and Development:
Train and mentor junior staff in guest relations and customer service.
Provide guidance on best practices and service standards.