Guest Relations Executive

Chennai - India

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

We are seeking an enthusiastic and detail-oriented Guest Relations Executive to join our dynamic hospitality team in Chennai India. As the primary liaison between our guests and all hotel departments you will be instrumental in delivering exceptional luxury service experiences. This role requires a customer-focused professional who is committed to anticipating guest needs managing VIP arrivals and ensuring every interaction reflects our commitment to excellence. You will work collaboratively across departments to create memorable moments for our guests while maintaining the highest standards of professionalism and discretion.

Welcome and greet guests in the lobby with warmth and professionalism escorting them to their accommodations whenever possible
Coordinate VIP arrivals and special requests by attending daily briefings and communicating seamlessly with all hotel departments
Prepare comprehensive arrival packages for VIP guests including room allocations welcome cards personalized gifts and express check-in arrangements
Support the Front Office team during peak periods ensuring smooth operations and exceptional guest experiences
Identify and document individual guest needs and preferences in guest history files to enable personalized customized service
Handle guest complaints and special requests with empathy and assertiveness following up promptly with guests and management
Maintain detailed guest correspondence and respond to all inquiries in a timely professional manner
Promote hotel outlets facilities and Accor Loyalty Scheme membership to enhance revenue opportunities
Actively upsell and cross-sell hotel services and amenities to guests
Manage VIP amenity inventory ensuring adequate stock levels and accurate record-keeping
Attend daily Front Office handovers and brief team members on VIP arrivals and special requirements
Maintain comprehensive guest history files and log all relevant guest interactions and preferences
Assist in producing monthly VIP guest statistics and analytics
Demonstrate resilience and flexibility by adapting to changing guest needs and operational demands
Uphold all hotel standards and brand vision consistently throughout your shift

Qualifications :

Proven experience in guest relations front office operations or customer service within a luxury hotel or five-star hospitality environment
Strong understanding of luxury service standards and best practices in guest engagement
Demonstrated expertise in handling VIP guests managing complaints and addressing special requests with discretion and professionalism
Proficiency with hotel Property Management Systems (PMS) such as Opera or similar platforms
Fluent English language skills (essential)
Additional language proficiency particularly French is highly desirable
Excellent interpersonal and communication skills with the ability to build rapport with diverse guests
Strong problem-solving abilities and capacity to think on your feet in dynamic situations
Exceptional organizational and time management skills with meticulous attention to detail
Ability to multitask effectively while maintaining service quality and guest focus
Emotional intelligence and empathy to understand and respond to guest needs
Flexibility to work shifts weekends and public holidays as required
Impeccable grooming and professional presentation that reflects luxury brand standards
Background or certification in hospitality management or customer service is advantageous
Demonstrated ability to work collaboratively with cross-functional teams
Strong analytical skills to track guest preferences and identify service improvement opportunities

Remote Work :

Employment Type :

Full-time

Welcome and greet guests in the lobby with warmth and professionalism escorting them to their accommodations whenever possible
Coordinate VIP arrivals and special requests by attending daily briefings and communicating seamlessly with all hotel departments
Prepare comprehensive arrival packages for VIP guests including room allocations welcome cards personalized gifts and express check-in arrangements
Support the Front Office team during peak periods ensuring smooth operations and exceptional guest experiences
Identify and document individual guest needs and preferences in guest history files to enable personalized customized service
Handle guest complaints and special requests with empathy and assertiveness following up promptly with guests and management
Maintain detailed guest correspondence and respond to all inquiries in a timely professional manner
Promote hotel outlets facilities and Accor Loyalty Scheme membership to enhance revenue opportunities
Actively upsell and cross-sell hotel services and amenities to guests
Manage VIP amenity inventory ensuring adequate stock levels and accurate record-keeping
Attend daily Front Office handovers and brief team members on VIP arrivals and special requirements
Maintain comprehensive guest history files and log all relevant guest interactions and preferences
Assist in producing monthly VIP guest statistics and analytics
Demonstrate resilience and flexibility by adapting to changing guest needs and operational demands
Uphold all hotel standards and brand vision consistently throughout your shift

Qualifications :

Proven experience in guest relations front office operations or customer service within a luxury hotel or five-star hospitality environment
Strong understanding of luxury service standards and best practices in guest engagement
Demonstrated expertise in handling VIP guests managing complaints and addressing special requests with discretion and professionalism
Proficiency with hotel Property Management Systems (PMS) such as Opera or similar platforms
Fluent English language skills (essential)
Additional language proficiency particularly French is highly desirable
Excellent interpersonal and communication skills with the ability to build rapport with diverse guests
Strong problem-solving abilities and capacity to think on your feet in dynamic situations
Exceptional organizational and time management skills with meticulous attention to detail
Ability to multitask effectively while maintaining service quality and guest focus
Emotional intelligence and empathy to understand and respond to guest needs
Flexibility to work shifts weekends and public holidays as required
Impeccable grooming and professional presentation that reflects luxury brand standards
Background or certification in hospitality management or customer service is advantageous
Demonstrated ability to work collaboratively with cross-functional teams
Strong analytical skills to track guest preferences and identify service improvement opportunities

Remote Work :

Employment Type :

Full-time

Key Skills

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Facebook
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Client Contact
Client Service

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About Company

AccorHotel

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more

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