Guest Relations Associate

ConfidentialDelhi, India

8 days ago

Job description

Job Description

JOB PURPOSE

To act as the ambassadors of the hotel, providing guests above-and-beyond services to ensure their experience will be worth remembering.

Guest Relation Associate shall be responsible for preparation of arrival and departure of guests, profile database maintenance, Le Club Accor / Accor Advantage Plus / Frequent Flyer Membership and Long-stayer Programs. Must be fully conversant of the technicalities of each program and ensure that effectiveness is maintained throughout.

Guest Relation Associate to provide engaging experience to guests staying at Pullman Hotel and shall also be responsible for making a rapport with them to gain loyalty, keeping in mind the objectives, performance, consistency and quality standards established.

EXECUTIVE RESPONSIBITIES & EMPOWERMENT

To provide a courteous, professional, efficient, flexible and upscale service at all times, following the standards laid down by the department.

In the position of Guest Relations Associate, to lead, to meet goals and objectives put in place by the hotel (Novotel).

To develop high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage trustworthiness.

To ensure effective implementation of all departmental, human resource, finance and safety system policies and procedures.

To execute an efficient and effectual day to day communication and administration between different departments resulting in a highly motivated, flexible and welcoming skilled workforce.

To be entirely malleable and adaptable with regards to working hours and rotation, if may required.

To maintain appropriate standards of conduct, uniform, hygiene and appearance during operational hours.

KEY OPERATIONAL RESPONSIBILITIES

People Management

To create a positive and encouraging working environment to promote and develop teamwork.

To utilize and develop communication tools and channels for the dissemination of information and workflow in the section, Rooms Division and all other departments.

To coordinate and communicate effectively in the hotel, within the department and with other departments as well in order to build good interdepartmental relations.

To be role model in terms of conduct with colleagues, sincere and respectful while interacting with other members of the team.

Guest Loyalty

Responsible for lobby presence at all given times in order to assure all guests are being looked after well and their questions / doubts have been answered accurately.

To be regularly available in the hotel lobby managing the flow of guests and keeping waiting's to its minimal.

To establish a warm and personalized relationship with all guests contributing to their sense of welfare, allegiance and loyalty.

To prioritize guest relations, while taking care to respect administrative procedures as well.

To anticipate guest needs, taking them into consideration and execute an appropriate action.

Responsible for driving the guest recognition programs (Frequent Guest Program, Long-stay Program and Kids program) and membership programs (Le Club Accor, Accor Advantage Plus and Frequent Flyer) with complete zest in coordination with other team members.

To anticipate and resolve all guest queries / concerns with help of all the resources and guidance available.

To collect preferences, likes / dislikes enthusiastically and shall fully be responsible for maintenance of guest profiles database.

To actively obtain feedback from guests in order to improve services and facilities provided in the hotel and also ensure further escalation of comments to the higher management.

Operational Processes

To project a first positive impression of the hotel to arrival guest by extending warm welcome.

To demonstrate a thorough understanding of all the facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.

To serve as the main point of contact for all VIP guests and to ensure all departments are fully briefed on their preferences and requirements.

To ensure a very high level of customer service is being constantly maintained at Front Desk, Lobby and Executive Lounge.

Responsible for maintenance and upkeep of the lobby ensuring lobby is always in a good condition.

To coordinate with housekeeping with regards to flower arrangements as and when required.

To liaise with Food and Beverage department in order to get standardized amenities placed in all VIP guest rooms as and when required.

To coordinate with Rooms Controller to make sure VIP room blocking is done as per the requests, preferences and profile notes updated and all VIP rooms are thoroughly snagged post placement of amenities.

To give courtesy calls to all high profile, long-staying and unwell guests on regular basis in order to seek preferences and feedback.

To ensure guest's special occasions are celebrated as per the standardized procedures and guidelines in order to provide all our guests 'home away from home' feeling.

To ensure all the concerns and issues highlighted by the guests are being handled with utmost care, immediate action is being taken and appropriate service recovery is being carried out.

To ensure regular guests and long-staying guests are given the due recognition, their views and suggestions matters and are being communicated to the higher management.

Administration

To apply and actively support the hotel's pricing policy in order to increase REVPAR.

To promote the brand and / or group loyalty program, adapting the sales pitch to suit the guest's needs.

To maintain the inventory of all the amenities and gifts required for guest loyalty programs.

To ensure stationary, gifts and amenities are well stocked and are in pristine condition.

Skills Required

Database Maintenance, Guest Relations, Customer Service, Communication

Create a job alert for this search

Guest Relation Associate • Delhi, India

Related jobs

Promoted

Hospitality Services Associate

BPTP Ltd.Faridabad, Republic Of India, IN

Purpose of the position / Job Description.Ensure customer satisfaction by courteously greeting customers and promptly escorting them to their seats : You will manage the club reception.Thus, As the fi...Show moreLast updated: 4 days ago

Promoted

Venue Sales Associate

The Knot WorldwideDelhi, India

We are looking for a dynamic and driven S.This role is central to growing our subscription-based vendor network by identifying and onboarding venues ranging from small banquets to luxury hotels.The...Show moreLast updated: 30+ days ago

Promoted

Guest Services Associate

ConfidentialGurugram, Gurgaon / Gurugram, India

Oberoi Hotels & Resorts, a global leader in luxury hospitality since 1934, operates hotels, resorts, and river cruisers in six countries, including India, Indonesia, Egypt, Morocco, Mauritius, and ...Show moreLast updated: 3 days ago

Promoted

Guest Service Associate - Service

ConfidentialDelhi, India

Do you have an eye for detail, do you want to add the finishing touch to something big Then why not come and join us at the Radisson Hotel Group to Make Every Moment Matter! where our guests can re...Show moreLast updated: 8 days ago

Promoted
New!

Guest Services Associate

PYRAMIDMeerut, Uttar Pradesh, India

Pyramid Cafe Lounge & Bar, Meerut.Pyramid Cafe Lounge & Bar, Meerut.The ideal candidate should be customer-oriented, well-presented, and passionate about providing excellent service to our guests i...Show moreLast updated: 17 hours ago

Promoted

Guest Service Associate (Food & Beverage)

Century Real Estate Holdings Pvt LtdDelhi, India

As a Guest Service Associate in the Food & Beverage department, you will be responsible for ensuring exceptional guest experiences through prompt and courteous service. You will assist in the smooth...Show moreLast updated: 30+ days ago

Promoted

Revenue Associate in Training

Atica GlobalDelhi, India

Atica is a leading, tech-first remote sales & revenue management company for Hotels and Hotel operators in the US, enabled by a unified tech-led solution. We are a startup, funded by the top investo...Show moreLast updated: 30+ days ago

Promoted

Client Relations Associate

20 DowntownDelhi, India

Downtown is a premium heritage banquet in Churchgate that hosts weddings, corporate events, and private celebrations.We’re known for our elegant architecture, warm hospitality, and seamless event e...Show moreLast updated: 15 days ago

Promoted

Guest Services Associate

Foodlink F&B Holdings India Ltd.Delhi, India

China Bistro - Worli / Kamla Mills / Belapur Department : .Food & Beverage Service Reports To : .Restaurant Manager / Assistant Restaurant Manager Job Summary : The Guest Service Associate is responsibl...Show moreLast updated: 30+ days ago

Promoted

Assistant Manager Guest Relations

ConfidentialGurgaon / Gurugram, India

An Assistant Manager Guest Relations supports the needs of VIP Guests and informs other Team Members of VIP needs in order to ensure an exceptional Guest experience. As Assistant Manager Guest Relat...Show moreLast updated: 8 days ago

Promoted

Guest Service Associate - Food & Beverage

ConfidentialDelhi

Serve food courses and alcoholic beverages to guests.Set tables according to type of event and service standards.Answer questions on menu selections. Communicate with the kitchen regarding menu ques...Show moreLast updated: 30+ days ago

Promoted

Guest Relations Specialist

BPTP Ltd.Faridabad, Haryana, India

Promoted

Associate Relationship Manager

SmartQDelhi, India

About SmartQ : We go many miles beyond the F&B industry into capturing hearts and making a real difference by resolving the root cause of the business problem. At the core we strive to understand our...Show moreLast updated: 30+ days ago

Promoted

Reservation Associate

Shangri-La BengaluruDelhi, India

To be responsible in providing the most efficient and courteous hotel reservations service and to undertake other duties and responsibilities as required by Management.Show moreLast updated: 3 days ago

Promoted

Sales Associate

Atica GlobalDelhi, India

Atica is the fastest-growing hotel revenue success solution provider in the USA.With clients across the USA & across major brands (Marriott, Hilton, IHG, Hyatt, Choice, Wyndham, Best Western, Sones...Show moreLast updated: 30+ days ago

Promoted

Guest Relations Executive

Rainforest Luxury VillasDelhi, India

A leading Villa Management Company is looking to hire a Guest Relations Executive.Candidates should be organized, as well as proactive and communicate well. Experience in hospitality will be an adde...Show moreLast updated: 25 days ago

Promoted

Guest Relations Manager

ConfidentialDelhi, India

Does the hustle and bustle of life excite you Are you able to create a loyal following, whilst handling the pace and keeping your team checked in Then why not come and join us at the Radisson Hotel...Show moreLast updated: 8 days ago

Promoted

F & B Associate

ConfidentialDelhi, India

A F & B Associate is responsible for working in all areas of Food and Beverage as needed to deliver an excellent Guest and Member experience while working to achieve departmental targets.As a F & B...Show moreLast updated: 8 days ago