Job Summary:The Guest Relations Executive is responsible for delivering a seamless, personalized, and luxurious guest experience from arrival to departure. This role involves proactively anticipating guest needs, addressing concerns, and ensuring each guest's stay is memorable. A successful Guest Relations Executive represents the hotel's brand values with poise, discretion, and professionalism.Key Responsibilities:Guest Interaction and Experience:

• Welcome VIP and regular guests with a warm, professional demeanor.
• Conduct personalized check-ins and check-outs to enhance guest satisfaction.
• Act as the primary point of contact for guests throughout their stay.
• Handle special requests, preferences, and complaints promptly and effectively.
• Coordinate surprises or celebrations for special occasions such as anniversaries or birthdays.

Relationship Management:

• Build and maintain strong relationships with guests to encourage loyalty.
• Anticipate guest needs by observing preferences and providing tailored services.
• Engage with repeat guests and VIPs, ensuring their expectations are met or exceeded.

Coordination and Communication:

• Liaise with other departments (housekeeping, F&B, concierge, etc.) to ensure smooth service delivery.
• Update guest profiles with preferences and feedback for future stays.
• Assist with arranging transportation, reservations, and event tickets as requested.

Service Recovery and Problem Solving:

• Address guest complaints with empathy and efficiency, turning challenges into opportunities.
• Escalate unresolved issues to management when necessary, ensuring timely resolution.
• Follow up on guest feedback to ensure satisfaction and improvement.

Administrative Duties:

• Maintain accurate records of guest interactions in the property management system (PMS).
• Prepare reports on guest feedback, VIP arrivals, and special events.
• Ensure compliance with hotel policies and procedures.

Qualifications and Skills:Education and Experience:

• Bachelor's degree in Hospitality Management or a related field (preferred).
• Minimum 2 years of experience in luxury hospitality or guest relations roles.

Technical Skills:

• Proficiency in property management systems (e.g., Opera, Amadeus).
• Familiarity with CRM systems to manage guest preferences and history.
• Strong computer skills (MS Office Suite).

Core Skills:

• Exceptional communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Organizational and multitasking skills.

Personal Attributes:

• Professional appearance and polished demeanor.
• Empathy, patience, and a guest-focused attitude.
• Cultural awareness and sensitivity; multilingualism is a plus.

Working Conditions:

• Flexibility to work shifts, including weekends, holidays, and evenings.
• Ability to remain calm and composed in a fast-paced, high-pressure environment.

Key Competencies:

• Relationship Building
• Emotional Intelligence
• Attention to Detail
• Proactive Service Delivery
• Luxury Standards

Deka Minas