Guest Relation Executive - Vijayawada, India - Novotel Vijayawada Varun

Novotel Vijayawada Varun

Verified Company

Vijayawada, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

This position is responsible for the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Reporting Lines

Front Office Manager /
Duty Manager

Key Interactions

Internally

Catering Sales
Engineering
Finance
F&B
Housekeeping
IT
Kitchen
Purchasing
Reservations
Sales & Marketing
Security
Talent & Culture

Externally

Guests
Visitors

Primary Responsibilities

Front Office Operation

Assist guests with check in and checkout, as well as other cashiering duties
Review arrival lists and prepare compendiums prior to guests' arrival and checkinto system if necessary
Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
Ensure that members consistently receive all benefits, and repeat guests and other VIP's receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
Liaise closely with other relevant departments to ensure that guests requests and needs are met
Update and maintain repeat guest history system
Promote Inter-Hotel sales and inhouse facilities according to departmental standards to maximize revenue
Handle guests' complaints and comments tactfully and efficiently
Handling guests' mails, messages, and answering of phone calls
Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
Be vigilant in regard to inhouse credit matters and act upon any discrepancies
Alert Security or Duty Manager of suspicious looking person(s) / articles

Other Responsibilities

Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
Be fully conversant with hotel fire & life safety/emergency procedures
Attend all briefings, meetings and trainings as assigned by management
Report for duty on time wearing clean and complete uniform at all times
Maintain a high standard of personal appearance and hygiene at all times
Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests' expectation/VOG target.

Profile

Knowledge and Experience

Diploma in Tourism / Hospitality Management
Minimum 1 year of relevant experience
Excellent reading, writing and oral proficiency in English language
Ability to speak other languages and basic understanding of local languages will be an advantage
Competencies
Good communication and customer contact skills
Service oriented with an eye for details
Ability to work effectively and contribute in a team
Selfmotivated and energetic
Must be wellpresented and professionally groomed at all times