POSITION SUMMARY:
- Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the resort and city. Check on VIP guest movements, complete their pre-registration formalities.
- Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps.
Duties & Responsibilities
- Welcome guests during check-in and giving a fond farewell to guest while checkout.
- Handling guest complaints and concerns in an efficient and timely manner.
- Overseeing VIP guests, arrivals and departures.
- Coordinating and multi-tasking job duties in a busy environment.
- Should possess detailed information about the resort and city
- Detailed information regarding arrivals and room requirements.
- Have up to date information on daily room occupancy
- Providing excellent customer service as per hotel standards.
- Greeting guests as they enter and exit the hotel.
- Providing information regarding the Hotel, town attractions, activities etc.
- Check on VIP reservations, complete their pre-registration formalities.
- Allocate rooms to all arriving guests.
- Maintain up-to date information on room rates, current promotions, offers and packages
- Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
- Co-ordinate with housekeeping for clearing of rooms.
- Collect Guest feedback during guest departure along with his likes and dislikes.
- Perform basic cashier activities as and when required.
- Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
- Give proper and complete handover to the next shift
- Should be able to handle all guests without bias or prejudice.
- Follow the house rules and policies laid down by the management.
- Adhere to strict staff grooming and hygiene standards.
- Consciously and continuously strive to better his/ her skills and increase his/ her knowledge.
- Good command of the English language is essential, both written and verbal
- Must possess strong organization time management skills, attention to detail.
- Must be guest service focused and a team player.
- Positive attitude and outgoing personality is essential.
- Must be able to work shifts - days, evenings, weekends and holidays.
- Basic knowledge in wellness is required but not mandatory.
- Escort guests / visitors for property tour when required.
- Knowledge in MS office is required.
- Able to attend phone calls and deliver proper information to guests.
- Ability to understand and carry out oral and written instructions and request clarification when needed.
- Strong interpersonal and organizational skills.
Desired Profile:
- Bachelor's Degree in Hospitality Management or tourism management field.
- Minimum 04 to 06 years of proven work experience as Guest Relations Executive in hospitality/service industry.
- Should have customer service drive with outstanding communication and active listening skills.
- Behavior and personal appearance will always be geared to the objective of being an example to all other staff within the resort.
- Should strive to use a polite language and well-groomed behavior in relation with the resort guests, colleagues and staff.
- Strong sense of responsibility and a professional presentation
- Should be flexible and adaptable to different changes and have good decision making skills.
- Experience in hospitality, naturopathy, wellness resorts will be added advantage.
