Guest Relations Associate

Job Description

We're looking for a Guest Relations Associate to join our dynamic hospitality team in Mysuru, India. In this role, you'll be the welcoming face of our organization, creating memorable experiences for every guest who walks through our doors. As a Guest Relations Associate, you'll manage front office operations with professionalism and warmth, ensuring that each guest receives exceptional service from arrival to departure. This position offers an exciting opportunity to develop your career in the hospitality industry while making a meaningful impact on guest satisfaction and loyalty.

• Welcome guests upon arrival with genuine enthusiasm and assist with check-in and checkout procedures according to departmental standards
• Register guests, issue room keys, and prepare arrival compendiums to ensure smooth and efficient guest transitions
• Provide exceptional customer service by addressing guest requests and needs promptly and professionally
• Recognize and extend special attention to repeat guests, VIP members, and loyalty program participants; prepare and send welcome cards and amenities as appropriate
• Handle guest complaints and concerns with empathy and tact, working toward swift and satisfactory resolutions
• Manage cashiering duties and maintain vigilance regarding in-house credit matters, reporting any discrepancies to management
• Maintain and update guest history systems to ensure personalized service for returning visitors
• Collaborate with other departments (housekeeping, food and beverage, maintenance) to coordinate guest requests and ensure seamless service delivery
• Manage guest communications including phone calls, emails, messages, and mail distribution with professionalism and accuracy
• Promote hotel facilities, services, and in-house amenities to guests to enhance their experience and support revenue objectives
• Maintain strict confidentiality and privacy standards, ensuring no guest information is disclosed inappropriately
• Demonstrate knowledge of all hotel services, facilities, food and beverage outlets, and local attractions to provide comprehensive guest information
• Remain alert to security concerns and report any suspicious activity or individuals to the Duty Manager or Security team
• Maintain complete familiarity with fire and life safety procedures and emergency protocols
• Perform additional duties as assigned by management to support overall hotel operations

Qualifications

• Excellent customer service and interpersonal skills with a genuine passion for guest satisfaction
• Strong communication abilities in English; multilingual capabilities are highly valued
• Proficiency with hotel management systems and point-of-sale (POS) software
• Exceptional organizational and time management skills
• Detail-oriented approach with strong attention to accuracy
• Problem-solving abilities and resilience in handling challenging situations
• Ability to work flexible schedules, including evenings, weekends, and holidays as required
• Collaborative mindset with the ability to work effectively within a team environment

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.