Guest Relation Executive at Dalchifit Hotel

Position Summary

• Attend to guests courteously and deal promptly with their requests and queries. Have Detailed information about the hotel and city. Check on VIP guest movements, and complete their pre-registration formalities.
• Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first-hand service recovery steps.

Duties And Responsibilities

• Welcome guests during check-in and give a found farewell to guests while checkout.
• Handling guest complaints and concerns in an efficient and timely manner.
• Overseeing VIP guests, arrivals, and departures.
• Coordinating and multi-tasking job duties in a busy environment.
• Should possess detailed information about the Hotel, city as well as the competition.
• Detailed information regarding arrivals and room requirements.
• Have up-to-date information on daily room occupancy
• Providing excellent customer service as per hotel standards.
• Greeting guests as they enter and exit the hotel.
• Providing information regarding the Hotel, town attractions, activities etc.
• Check on VIP reservations, and complete their pre-registration formalities.
• Allocate rooms to all arriving guests.
• Maintain up-to-date information on room rates, current promotions, offers and packages
• Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
• Co-ordinate with housekeeping for clearing of rooms.
• Collect Guest feedback during guest departure along with his likes and dislikes.
• Perform basic cashier activities as and when required.
• Maintain guest lockers for safe custody.
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift
• Should be able to handle all guests without bias or prejudice.
• Follow the house rules and policies laid down by the management.
• Adhere to strict staff grooming and hygiene standards.
• Consciously and continuously strive to better his/ her skills and increase his/ her knowledge.
• Good command of the English language is essential, both written and verbal
• Must possess strong organization time management skills, attention to detail.
• Must be guest service focused and a team player.
• Positive attitude and outgoing personality is essential.
• Must be able to work shifts - days, evenings, weekends and holidays.
• Ability to relate well to Hotel guests and employees.
• Professional in demeanour and presentation.
• Personable, enthusiastic, self-motivated and able to work independently.
• Observant, discriminating and detail-oriented
• Ability to understand and carry out oral and written instructions and request clarification when needed.
• Strong interpersonal and organizational skills.
• Able to work morning, evening, weekend, holiday, and overnight shifts.

Education

• Must be able to read, speak, write, and understand the primary language used in the workplace.
• His/her behavior and personal appearance will always be geared to the objective of being an example to all other staff within the Hotel.
• He/she will strive to use polite language and be well-groomed in his/her relationship with the Hotel guests, colleagues, and staff.

Experience:

• Two years of Front Office experience, a minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks, Additional languages are spoken would be an asset.

Prerequisite:

• Good guest interaction skills.
• Good listening skills.
• Sound decision-making.
• Good interpersonal and communication skills.
• Leadership/People management.