We are seeking an enthusiastic and detail-oriented Guest Relations Executive to join our dynamic hospitality team in Chennai, India. As the primary liaison between our guests and all hotel departments, you will be instrumental in delivering exceptional luxury service experiences. This role requires a customer-focused professional who is committed to anticipating guest needs, managing VIP arrivals, and ensuring every interaction reflects our commitment to excellence. You will work collaboratively across departments to create memorable moments for our guests while maintaining the highest standards of professionalism and discretion.
- Welcome and greet guests in the lobby with warmth and professionalism, escorting them to their accommodations whenever possible
- Coordinate VIP arrivals and special requests by attending daily briefings and communicating seamlessly with all hotel departments
- Prepare comprehensive arrival packages for VIP guests, including room allocations, welcome cards, personalized gifts, and express check-in arrangements
- Support the Front Office team during peak periods, ensuring smooth operations and exceptional guest experiences
- Identify and document individual guest needs and preferences in guest history files to enable personalized, customized service
- Handle guest complaints and special requests with empathy and assertiveness, following up promptly with guests and management
- Maintain detailed guest correspondence and respond to all inquiries in a timely, professional manner
- Promote hotel outlets, facilities, and Accor Loyalty Scheme membership to enhance revenue opportunities
- Actively upsell and cross-sell hotel services and amenities to guests
- Manage VIP amenity inventory, ensuring adequate stock levels and accurate record-keeping
- Attend daily Front Office handovers and brief team members on VIP arrivals and special requirements
- Maintain comprehensive guest history files and log all relevant guest interactions and preferences
- Assist in producing monthly VIP guest statistics and analytics
- Demonstrate resilience and flexibility by adapting to changing guest needs and operational demands
- Uphold all hotel standards and brand vision consistently throughout your shift