Guest Relations Executive

About the Company

Join Fairmont Udaipur Palace as part of our prestigious pre-opening team and embark on a journey of luxury hospitality. We seek individuals passionate about excellence and delivering exceptional guest experiences.

Role Overview

As a Guest Relations Executive, you will be the first point of contact for guests, ensuring they receive a warm, professional welcome and seamless assistance throughout their stay.

Key Responsibilities

• Greet guests upon arrival, creating a positive and memorable first impression.
• Support guests during check-in and check-out, ensuring smooth lobby operations.
• Maintain regular interaction with guests to monitor satisfaction with services and facilities.
• Address guest inquiries, requests, and complaints promptly and courteously to ensure swift resolution.
• Liaise with departments such as Front Office, Housekeeping, Food & Beverage, and Concierge to fulfill guest needs effectively.
• Update and maintain guest profiles, preferences, and specific requirements within the hotel management system.
• Recognize VIP and returning guests, as well as special occasions, and coordinate personalized amenities and services.
• Collect guest feedback and facilitate service recovery procedures when necessary.
• Maintain high visibility within the lobby to assist guests readily.
• Provide information on hotel amenities, dining, local attractions, and events.
• Assist in organizing special guest experiences, including celebrations and welcome arrangements.
• Analyze guest satisfaction scores and reviews to suggest improvements.
• Document guest incidents, complaints, and recovery actions thoroughly.
• Adhere strictly to hotel policies, brand standards, and service protocols.
• Maintain professional grooming and represent the hotel brand positively at all times.

Qualifications and Requirements

• Diploma or Bachelor's degree in Hotel Management, Hospitality, Tourism, or a related discipline.
• Between 1 to 3 years of experience in Guest Relations, Front Office, Customer Service, or hospitality operations.
• Excellent communication and interpersonal abilities.
• Strong customer service skills with an aptitude for problem-solving.
• Capability to manage guest complaints with composure and professionalism.
• Organizational skills with the ability to multitask effectively.
• Understanding of hotel operations and guest service standards.
• Competency in basic computer skills and familiarity with Property Management Systems (PMS).
• Professional grooming and appearance consistent with brand requirements.
• Fluent in English; knowledge of additional languages is advantageous.

Additional Information

We are committed to fostering a diverse and inclusive workplace, seeking to attract, hire, and promote talent from all backgrounds.