Guest Relation Executive Job Opening in Munnar

As a Guest Relations Executive in Munnar, your primary responsibility is to ensure the highest level of guest satisfaction by providing personalized assistance, addressing guest inquiries and concerns, and coordinating with various departments to fulfill guest requests. You will serve as a key point of contact for guests throughout their stay, offering warm hospitality, anticipating their needs, and exceeding their expectations to create memorable experiences. Responsibilities: Guest Assistance and Engagement: Greet guests upon arrival, provide a warm welcome, and assist with check-in procedures, including registration, room assignments, and luggage handling. Act as a primary point of contact for guests throughout their stay, offering assistance, guidance, and personalized recommendations to enhance their experience. Inquiry Handling: Respond promptly and professionally to guest inquiries, requests, and complaints via various communication channels, including in-person, telephone, email, and social media. Listen attentively to guests' concerns, empathize with their issues, and take proactive steps to resolve problems and ensure guest satisfaction. Guest Services Coordination: Coordinate with other departments, such as housekeeping, maintenance, F&B, and concierge, to fulfill guest requests, arrange special amenities, and facilitate seamless service delivery. Liaise with external service providers, tour operators, and local attractions to arrange excursions, transportation, and activities for guests as requested. VIP and Special Guests Handling: Provide special attention and VIP services to high-profile guests, VIPs, and special occasions, ensuring their needs are met and preferences are accommodated. Anticipate VIP guests' requirements, prepare personalized welcome amenities, and arrange for special experiences or surprises to enhance their stay. Feedback Collection and Resolution: Solicit feedback from guests regarding their experience, preferences, and areas for improvement, and take proactive measures to address any issues or concerns raised. Follow up with guests post-stay to gather feedback, express gratitude for their patronage, and encourage repeat visits or referrals. Promotions and Upselling: Promote hotel facilities, services, and promotions to guests, highlighting value-added offerings and upselling additional amenities or experiences to enhance their stay. Encourage guests to enroll in loyalty programs, membership schemes, or special packages to maximize guest satisfaction and revenue opportunities. Administrative Tasks: Maintain accurate guest records, profiles, and preferences in the property management system (PMS) or CRM software. Prepare reports, logs, and documentation related to guest interactions, requests, complaints, and resolutions for management review and analysis. Qualifications: Bachelor's degree in Hospitality Management, Tourism, or related field preferred. Proven experience in guest relations, customer service, or hospitality roles, preferably in a hotel or resort setting. Excellent communication and interpersonal skills, with the ability to interact confidently and courteously with guests from diverse backgrounds. Strong problem-solving abilities and conflict resolution skills, with a proactive and solutions-oriented approach to guest issues. Exceptional attention to detail and organizational skills, with the ability to multitask and prioritize tasks in a fast-paced environment. Proficiency in using computer systems, reservation software, and Microsoft Office applications. Knowledge of local attractions, activities, and services in Munnar and surrounding areas is an advantage. Fluency in English and proficiency in other languages, especially Hindi and Malayalam, is desirable. Flexibility to work various shifts, including evenings, weekends, and holidays, as required by the nature of the hospitality industry. As a Guest Relations Executive in Munnar, you will play a crucial role in creating memorable experiences for guests, fostering guest loyalty, and maintaining the reputation of the hotel as a preferred destination for hospitality excellence. Your dedication to guest satisfaction, attention to detail, and proactive approach to service will contribute to the success and growth of the property.