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Guest Relations Executive

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Accor

3mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Hospitality & Retail
    People, HR & Administration
  • Hyderabad, +1
  • Quick Apply

AI generated summary

  • You should possess strong leadership, integrity, cultural awareness, self-confidence, strategic thinking, and the ability to delegate while recognizing and valuing others' ideas.
  • You will ensure guest satisfaction, manage check-in/out, handle complaints, coordinate with departments, maintain cleanliness, promote services, and oversee team training and operations.

Requirements

  • Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness;
  • Ability to accept responsibility;
  • Self confidence, motivation, drive and tenacity;
  • Ability to enhance organizational performance;
  • Ability to clearly delegate tasks and responsibilities;
  • Ability to think strategically, inductively, and creatively;
  • And the propensity to recognize and acknowledge other peoples’ ideas.

Responsibilities

  • Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of Mercure Hyderabad KCP, Hyderabad.
  • Responsible for Reception, Concierge operations, Hospitality and Cashier.
  • Liaise with different departments for smooth and coordinated work.
  • Ensure the cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
  • Ensure to interact with the guests & enable the team to understand guest requirements.
  • Ensure that the arrivals and departures for the day and relevant records are maintained.
  • Ensure quality in all aspects of work and among the staff in the lobby.
  • Assist guests with check in and checkout, as well as other cashiering duties
  • Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary
  • Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
  • Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
  • Liaise closely with other relevant departments to ensure that guests requests and needs are met
  • Update and maintain repeat guest history system
  • Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
  • Handle guests’ complaints and comments tactfully and efficiently
  • Handling guests’ mails, messages, and answering of phone calls
  • Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
  • Be vigilant in regard to in-house credit matters and act upon any discrepancies
  • Alert Security or Duty Manager of suspicious looking person(s) or articles.
  • Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.
  • Personally welcome and escort all guests of Novotel, Hyderabad.
  • Authorize courtesies for V.I.P’s.
  • Ensure that regular training is conducted as per the standards.
  • Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
  • Responsible for maintaining high level of room sales, by upselling.
  • Ensure that the log book is maintained.
  • Ensure maximum room occupancy within agreed overbooking policy.
  • Ensure to balance the accounts on a daily basis.
  • Adhere to the Standard Operating Procedures & policies.
  • Check outstanding of in-house guests on a daily basis.
  • To check whether the following records are kept in order and up to date.
  • “C” forms
  • Reception / Information Log Book
  • Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
  • Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
  • Check the grooming and hygiene of the team.
  • Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
  • Ensure that newspapers and parcels are delivered in the rooms without delay.
  • To be readily available at all times to deal with problems or complaints.
  • Ensure effective and speedy check-in & check-out facilities.
  • Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
  • Ensure that the entrance is easily accessible to cars and taxis at all times.
  • Conduct briefing for concierge and Front Office Assistants.

FAQs

What are the main responsibilities of a Guest Relations Executive?

A Guest Relations Executive is responsible for the smooth functioning and satisfactory rooming and welfare of guests, overseeing reception and concierge operations, managing hospitality and cashier duties, liaising with various departments, and ensuring cleanliness in front office areas.

What qualifications are required for this position?

The qualifications for a Guest Relations Executive include strong leadership skills, the ability to accept responsibility, self-confidence, motivation, and the ability to enhance organizational performance, delegate tasks effectively, and think strategically and creatively.

What kind of training is provided for this role?

Regular training is conducted as per organizational standards to help the Guest Relations Executive and their team meet service expectations effectively.

How does a Guest Relations Executive handle guest complaints?

A Guest Relations Executive deals with guest complaints tactfully and efficiently, initiating follow-up actions to ensure guest satisfaction.

Is the role focused only on hotel guests?

While the primary focus is on hotel guests, the role may also involve interaction with vendors, suppliers, and other stakeholders involved in the smooth operation of hotel services.

What is the significance of maintaining guest privacy?

Maintaining the privacy and confidentiality of guests is crucial, as it fosters trust and ensures a secure environment, preventing unauthorized disclosure of guests' personal information.

Are there any financial responsibilities associated with this role?

Yes, a Guest Relations Executive is responsible for maintaining a high level of room sales through upselling, balancing accounts daily, and ensuring maximum room occupancy within agreed policies.

What customer service expectations are set for this position?

The position requires providing the highest standards and quality of service to meet and exceed budgeted revenue targets and guest expectations.

Is teamwork an essential part of this role?

Yes, teamwork is essential as the Guest Relations Executive must liaise closely with various departments to ensure guests' requests and needs are met efficiently.

Are there opportunities for advancement within this role?

Yes, the skills and experience gained as a Guest Relations Executive can lead to further opportunities for advancement within the hospitality industry.

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Accor

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

Accor is a leading global hospitality group offering a diverse portfolio of over 5,300 hotels and residences across more than 110 countries. It encompasses a wide range of brands, from luxury to economy, such as Raffles, Fairmont, Sofitel, Novotel, and ibis. Accor is committed to providing exceptional guest experiences through innovative services and a strong focus on sustainability and community engagement. The company aims to create memorable stays while contributing positively to the environment and the communities where it operates.