Guest Relation Executive

Job Overview and Responsibilities

As a Guest Relation Executive, you will manage and coordinate front office operations ensuring seamless guest experiences at every touchpoint. You will maintain arrival and departure records, uphold high-quality standards in lobby operations, and personally receive and assist all hotel guests, including authorizing courtesies for VIPs.

Guest Interaction and People Management

• Welcome and escort guests personally to ensure a warm, professional reception.
• Handle guest inquiries and complaints diligently, initiating timely follow-ups.
• Organize and oversee regular staff training to maintain service standards.

Financial and Operational Duties

• Drive room sales through effective up-selling techniques and maintain daily account balances.
• Ensure maximum room occupancy while adhering to the overbooking policy and keep logs accurately.
• Facilitate clear ongoing communication between duty shifts and departments using logbooks and other channels.
• Maintain constant awareness of hotel arrivals, VIPs, special requests, and available services across outlets and communicate these effectively.
• Ensure the Guest Relations Desk remains staffed and operational at all times during duty hours.
• Be fully versed in the hotel’s emergency procedures and your role during such events.

Managerial Competencies

• Exhibit leadership through persuasion and motivation aiming for organizational goals.
• Demonstrate honesty, integrity, tactfulness, cultural sensitivity, and openness.
• Show responsibility acceptance, self-confidence, motivation, and a strategic, creative mindset.
• Effectively delegate duties and recognize contributions from team members.

Compliance, Hygiene, and Environmental Standards

• Maintain cleanliness of the work and storage areas aligned with hotel standards.
• Use equipment safely and adhere to security protocols, including fire safety regulations.
• Comply with ISO 9001 quality and hotel environmental policies related to energy saving, recycling, and waste management.

Collaborations

Work closely with the Front Office Department and all Heads of Departments (HODs) as needed to ensure aligned service delivery.