Guest Relations Executive

Job Title: Guest Relations Executive (GRE)

Department: Hospitality

Reporting To: Guest Relations Manager

1. People Perspective

• Act as the first point of contact, creating a warm, professional, and welcoming experience for all guests.
• Build strong interpersonal relationships with guests, channel partners, and internal teams.
• Coordinate closely with sales, operations, security, and housekeeping teams to ensure seamless guest handling.
• Maintain grooming standards, etiquette, and brand-aligned behavior at all times.
• Handle guest concerns with empathy and professionalism, ensuring timely resolution.
• Participate in training programs related to service excellence, communication, and product knowledge.

2. Customer Perspective

• Deliver exceptional guest experience aligned with luxury service standards.
• Manage guest reception, check-in, and assistance throughout their visit.
• Understand guest needs and proactively personalize services where possible.
• Handle feedback, queries, and complaints efficiently, ensuring high customer satisfaction.
• Ensure accurate communication of project details, amenities, and brand values.
• Maintain guest data confidentiality and adhere to service quality benchmarks.
• Support sales team by enhancing guest comfort, trust, and overall experience.

3. Financial Perspective

• Support sales conversions by ensuring a positive and engaging guest experience.
• Optimize use of hospitality resources to avoid wastage and control operational costs.
• Assist in tracking guest visits, footfall, and experience-related data for reporting.
• Prevent revenue leakage by following approved service processes and protocols.
• Support upselling of value-added services (where applicable) through informed guest interaction.

4. Internal Process Perspective

• Follow standard operating procedures (SOPs) for guest handling and hospitality operations.
• Maintain daily logs, visitor registers, and guest feedback records accurately.
• Coordinate with facility, admin, and security teams to ensure readiness of experience centers.
• Ensure availability and upkeep of refreshments, brochures, and guest amenities.
• Support event executions, site visits, and walk-in management.
• Escalate issues promptly and follow closure protocols.
• Ensure compliance with safety, hygiene, and organizational policies.

Key Skills & Competencies

• Excellent communication and interpersonal skills
• Strong customer service orientation
• Professional appearance and etiquette
• Problem-solving and conflict-handling skills
• Attention to detail and multitasking ability

Preferred Background

• Graduate / Diploma in Hospitality or Customer Service (preferred)
• Experience in luxury real estate, hotels, or premium service environments