The Guest Services Executive in hotel operations is involved in ensuring a positive and memorable experience for guests by managing and coordinating various aspects of their stay. The role is pivotal in ensuring a positive guest experience, promoting customer satisfaction, and contributing to the overall success of the hotel.
Build and maintain positive relationships with guests to enhance their overall experience.
Facilitate smooth check-in and check-out processes for guests and ensure the provision of exceptional customer service to address guest inquiries, concerns, and requests.
Coordinate room assignments based on guest preferences and availability as well as manage and confirm reservations, including modifications and cancellations.
Promote hotel services, amenities, and upsell additional offerings to guests.
Address and resolve guest complaints or issues promptly and professionally.
Fulfill guest requests for amenities, special arrangements, or information.
Provide concierge services, including recommendations for local attractions, restaurants, and activities.
Act as a liaison between guests and various hotel departments to ensure seamless service.
Assist guests with billing inquiries, process payments, and handle financial transactions.
Collect and analyze guest feedback to improve services and address concerns.
Provide personalized services and amenities for VIP and repeat guests.
Coordinate special events or arrangements for guests, such as birthdays or anniversaries.
Ensure guest safety and security, following hotel protocols and emergency response plans.
Collaborate with the front desk team to manage guest flow and inquiries.
Ensure adherence to quality standards in guest services and interactions.
Handle crisis situations with composure, ensuring guest well-being.
Collaborate with housekeeping, food and beverage, and other departments for guest satisfaction.
Demonstrate cultural sensitivity and awareness to cater to diverse guest needs.
Good interpersonal and communication skills.
Exceptional interpersonal skills.
Excellent written and verbal communication.
Good time management and organizational skills
ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.
Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus