GUEST RELATION EXECUTIVE

A Guest Relations Executive is primarily responsible for creating a positive and memorable guest experience. This involves handling check-in and check-out procedures, addressing guest inquiries and complaints, and ensuring guest satisfaction

1. Welcome guests upon arrival and check-in according to established standards and procedures.
2. Adhere to all credit procedures and accounting procedures as they pertain to the registration process.
3. Handle all keys, mail, messages and any other items for guest as requested.
4.  Provide information and assist all guests.
5. Provide courteous and efficient service and if possible, to comply with each and every guest request.
6. Check out guests courteously and accurately.
7. Maintain good guest relations with in-house guests at all times.
8. Post all charges without delay and update the folios.
9. Balance credit card, charges and cash.
10. Accurately handle of cash float.
11. Courteous and hospitable attitude at all times.
12. File registration cards for arriving guest.
13. Post advance deposits.
14. Be familiar with all room types and rates in the hotel and their availability status; up-sell whenever possible.
15. Take ownership of problems, handle guest complaints promptly according to established procedures and then report to the Duty Manager for further follow up when necessary.
16. Know guest room security, emergency and fire procedures; encourage the use of safe deposit boxes and adhere to procedures for their use.
17. Be familiar with hotel facilities and functions as well as major city attractions and events; provide guests with accurate information as requested.
18. Develop a professional and courteous working relationship with colleagues within the Front Office and maintain an effective flow of communication with all hotel personnel.
19. Maintain a well-groomed appearance and a tidy work area.
20. Keep Personal Grooming at the highest standard.
21. Perform all other duties assigned by the EAM/ Job Requirements
22. Ability to listen and respond to Guest needs
23. Excellent interpersonal and communication skills
24. Accountable and resilient
25. Commitment to delivering a high level of customer service
26. Ability to work under pressure

 Job Requirements

1. Ability to listen and respond to Guest needs
2. Excellent interpersonal and communication skills
3. Accountable and resilient
4. Commitment to delivering a high level of customer service
5. Ability to work under pressure