The Guest Relations Executive/ Service Leader is responsible for creating a welcoming and memorable guest experience from arrival through departure. The role involves handling guest requests, coordinating with different departments, resolving concerns, and ensuring that hotel/service standards are maintained.

Key Responsibilities

- Welcome and greet guests warmly upon arrival and throughout their stay.
- Assist with check-in and check-out procedures when required.
- Provide guests with information about hotel facilities, services, activities, and nearby attractions.
- Maintain regular interaction with guests to understand their needs and expectations.
- Supervise and coordinate the Front Office/Guest Relations team during daily operations.
- Handle guest requests, queries, feedback, and complaints professionally and promptly.
- Coordinate with Housekeeping, F&B;, Engineering, Security, and other departments to resolve guest requirements.
- Follow up on guest complaints and ensure appropriate resolution within the expected time.
- Maintain accurate records of guest requests, complaints, feedback, and special occasions.
- Identify VIPs, repeat guests, special occasions, and special requests and ensure appropriate arrangements are made.
- Conduct courtesy calls and guest satisfaction checks during the stay.
- Assist in arranging special amenities, celebrations, room preferences, transportation,



or other guest requirements.
- Collect guest feedback and communicate recurring concerns to the Front Office/management team.
- Promote hotel facilities, services, activities, and applicable packages in an informative manner.
- Maintain professional communication and a high standard of personal grooming and presentation.
- Ensure guest confidentiality and handle guest information responsibly.
- Support the Front Office team during busy periods, including check-in/check-out and guest movement.
- Maintain effective communication through the PMS, telephone, email, radio, or other hotel communication systems.
- Prepare or maintain daily guest-relations reports and handover information.
- Ensure compliance with hotel policies, SOPs, safety standards, and service standards.
- Assist in emergency situations and coordinate with the relevant departments when required.

Key Skills & Competencies

- Excellent verbal and written communication
- Strong guest-service orientation
- Good interpersonal and relationship-building skills
- Complaint handling and problem-solving ability
- Qualified appearance and grooming
- Ability to remain calm under pressure
- Good coordination and teamwork
- Knowledge of hotel operations and Front Office procedures
- Basic computer/RMSknowledge
- Good knowledge of the hotel's facilities and services

📌 Front Office Executive (South Goa)
🏢 Sterling Holidays
📍 South Goa