Senior Guest Relationship Executive
Job Description:
About the Role:
The Senior Guest Relations Executive is responsible for managing and enhancing the guest experience by ensuring exceptional service standards, addressing guest inquiries and concerns, and building strong relationships to drive customer satisfaction and loyalty. Additionally, they collaborate with internal teams to uphold brand standards and contribute to the company’s service excellence goals.
Key Skills Required:
- Customer Service
- Communication
- Problem-Solving
- Attention to Detail
- Upselling
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Analyze operating sheets/apps and check upcoming checkins/checkouts.
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Prepare the whatsapp groups and ensure the first call is made to the guest at least 7 days before the guest check in date.
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Review arrival lists to welcome all guests and arrange welcome hampers as and when needed.
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Share guest check in alerts promptly the previous day.
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Ensure all guests IDs are collected and update the same on the google drive with links to the guest details.
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Attend to all guests and answer their inquiries promptly.
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Help prepare welcome folders with collateral (e.g. room service menus, area descriptions).
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Continuously provide support and assistance to the guest during the stay.
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Provide information about amenities, area and venues and promote services/upsell.
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Add various experiences to make the stay more enjoyable as per guest’s requirements.
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Follow up with guests mid stay to ensure they are having a great stay further addressing any concerns/queries.
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Anticipate guest needs and build rapport with them.
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Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages).
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Address customer complaints and escalate to Guest Relations Manager when needed.
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Record information in the logbook daily.
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Ensure compliance with health and quality standards.
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Make sure that the homes, Villa attendance and all the amenities/services provided to the guests are ready before the arrival.
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Coordinate with the procurement team and operations team to provide backup/necessary requirements.
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Collect the security deposit and ensure it's kept safely.
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Ensure the damages report is received before the guest checkout and set-off amount from the security deposit if needed.
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Ensure reviews and feedback forms are taken from each guest at the time of checkout.
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Location: Saipem(North Goa)
Key Skills :
Company Profile
The company is a premier provider of luxury vacation rentals and property management services, dedicated to delivering unparalleled hospitality experiences. Their curated collection features over 150 distinctive designer homes, each offering unique stories and memorable experiences. They take pride in their handcrafted hospitality, ensuring top-tier quality with accommodations that include premium sheets, towels, and toiletries. Their mission is to empower homeowners to transform their second homes into thriving havens, while setting a benchmark of excellence in service that exceeds expectations. With over 50,000 delighted patrons and an infinite treasury of cherished memories, they are shaping the future of luxury vacations.
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