Job Description

- Manage guest inquiries, requests, and concerns with professionalism, courtesy, and responsiveness to ensure exceptional service delivery
- Coordinate with front desk, housekeeping, food and beverage, and maintenance departments to address guest needs and resolve issues promptly
- Handle guest complaints and concerns with empathy and problem-solving skills, implementing effective resolutions to maintain satisfaction
- Maintain comprehensive guest records, preferences, and special requirements to personalize future interactions and enhance guest experiences
- Organize and coordinate special events, activities, and recreational programs for guests throughout their stay
- Provide knowledgeable recommendations regarding dining options, entertainment venues, local attractions, and hospitality services
- Ensure adherence to hospitality standards, protocols, and organizational policies in all guest interactions
- Train, mentor, and supervise guest relations team members to maintain consistent service excellence
- Monitor and analyze guest satisfaction through feedback collection, surveys, and comment cards to identify improvement opportunities




- Develop and implement guest retention strategies and loyalty programs to encourage repeat business and positive word-of-mouth referrals

Qualifications

- High school diploma or equivalent; associate degree in hospitality, business administration, or related field preferred
- Minimum 2-3 years of experience in guest relations, customer service, or hospitality management
- Proven ability to manage multiple guest inquiries and resolve complaints with professionalism and empathy
- Robust verbal and written communication skills with excellent interpersonal abilities
- Proficiency in hospitality management software and property management systems (PMS)
- Demonstrated knowledge of hospitality standards, protocols, and best practices
- Ability to work flexible hours, including evenings, weekends, and holidays as required

Additional Information

Your team and working environment:
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

📌 Guest Relations Executive (India)
🏢 AccorHotel
📍 India