Job Description

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Guest Relations Executive Duties and Responsibilities.

• Training and supporting office staff.
• Schedule shifts for hotel staff
• Ensure great customer experience.
• Handle customer complaints
• Supervising staff and all front desk activities including bookings, appointments, phone calls, and emails.
• Conducting performance reviews with the front desk staff.
• Generating reports and feedback for presentation to the general manager.
• Verifies that accurate room status information is maintained and properly communicated.
• Guest Relations Executive will have a thorough understanding of the equipment theyre working with.
• GRE will watch the video surveillance footage is its being recorded.
• GRE will be focused and observant so that whenever they witness something unusual, suspicious or questionable they are able to make a detailed note of it and report the same.
• If a GRE sees something illegal on one of their monitors, they will contact the appropriate person at the appropriate time. The same will be documented in the logbook.
• GRE would generate a report daily for each property.
• GRE would have front office knowledge.
• Full understanding of hotel PMS
• Thorough understanding of front office SOPs Check in, check out, early check in, late check, room upgradation, etc.

Guest Relations Executive Skills.

• Attention to Detail - GRE will be able to identify small, seemingly insignificant details that most people would overlook.
• Ability to Multitask -Even when a GRE receives a phone call or has to speak to a colleague, they will always be keeping an eye on the monitors.
• Ability to Work Independently - GRE will not interact with very many people. Because it is important that theyre able to work and stay alert without constant supervision.
• Communication Skills - Guest Relations Executive will have adequate written and verbal communication skills.
• Radio Communication Systems - GRE will communicate with Security Guards, Supervisors, or Managers via a radio receiver/as assigned/as provided.
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Requirements

• 5+ years as front desk manager in 4/5-star hotel
• Hotel management degree