Receptionist / Front Office Executive

Overview

The Guest Relations Executive at Maliekal Heritance Cherai plays a pivotal role in ensuring each guest experiences a warm welcome, comfortable stay, and memorable service by delivering exceptional customer care and swiftly addressing guest needs and concerns.

Key Responsibilities

• Warmly receive guests upon arrival and assist with check-in and check-out procedures as needed.
• Escort VIP guests to their rooms and thoroughly explain the hotel's facilities, amenities, and available services.
• Build strong relationships with guests during their stay by promptly responding to inquiries and arranging special services such as airport transfers, sightseeing tours, restaurant bookings, and celebrations.
• Handle complaints attentively by coordinating with relevant hotel departments and following up to ensure guest satisfaction; escalate unresolved issues appropriately.
• Identify and manage VIP guest arrivals by coordinating room preparations and ensuring all special requests and welcome amenities are fulfilled in advance.
• Collaborate with multiple hotel departments including Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and Reservations to ensure seamless service and communicate guest preferences.
• Collect and analyze guest feedback both during and after their visit, fostering encouragement for online reviews and reporting recurring concerns to management for service improvements.
• Support reservation activities by providing information on room types, tariffs, packages, assisting with bookings and modifications, and offering local tourism and transportation advice.
• Coordinate special events and celebrations such as birthdays, anniversaries, and honeymoons, ensuring timely arrangement of decorations, cakes, flowers, and amenities.
• Maintain accurate and up-to-date guest records including daily reports, VIP arrival lists, complaints, compliments, and relevant guest information in the hotel management system.
• Adhere to hotel safety procedures, protect guest privacy, and promptly report any suspicious activities or security issues.

Required Skills and Attributes

• Exceptional communication and interpersonal skills to interact effectively with guests.
• A strong customer service mindset and problem-solving abilities, including managing conflicts professionally.
• Professional appearance and a positive attitude that represents hotel standards.
• Ability to handle pressure while multitasking and organizing diverse responsibilities.
• Familiarity with hotel operations and reservation software.
• Fluency in English; proficiency in additional languages is advantageous.

Performance Metrics

• Guest satisfaction ratings and positive feedback received.
• Effectiveness and speed of complaint resolution.
• Loyalty and return rate of repeat guests.
• Accuracy in guest record-keeping and smooth coordination across departments.
• Consistency in professionalism and adherence to hotel policies.